What is eCommerce Experience and Why Does It Matter
Gulshan Chandan

Gulshan Chandan

December 20, 2022


  • Look up from the computer and consider the world from your customer’s perspective if you want to be successful in eCommerce. For customers, shopping now involves more than just completing transactions. Being interested and involved is crucial.

    Even if your eCommerce business sells one of the most popular things on the market, you’ll still lose out on significant revenue if customers have a bad time using it.

    They will be turning to a competitor or postponing the transaction altogether rather than purchasing from you. Therefore, it is crucial to be aware of what customer experience is, and what impact it has on your eCommerce business.

    What is Customer Experience?

    Graph illustrating different channerls of customer experience

    Image source: https://www.drift.com/

    Customers judge a company’s worth based on their encounters with it, whether those interactions take place in-person, online, or over the phone.

    In eCommerce, a company’s ability to engage with and communicate with its customers has an impact on how they will behave going forward. The term “customer experience” refers to a wide notion that encompasses every stage of the buying cycle, from the moment a customer first learns about your brand to the point at which they deliberately choose to quit doing business with you.

    Delivering a positive eCommerce customer experience is essential for business along with being profitable.

    The Customer Experience Is Made Up of Three Primary Parts:

    • Service Experience

      The assistance you offer to your clients via various contact methods, including chatbots, email, etc.

    • Product Experience

      The website of an eCommerce store frequently contributes to the overall product experience. An online store stands out from the competitors by being “easy to use, high-quality, and interactive.”

    • Brand Experience

      This is the way your customers interact with your brand, whether through marketing, design, or the emotions you evoke.

    Customer Satisfaction is a Necessity

    Customer satisfaction is more crucial than ever, especially in light of rising consumer expectations. According to research, having a high customer satisfaction rate can boost lifetime value, brand reputation, and customer retention.

    People want to be in charge of their online experiences. They want to have the option of shopping from the comfort of their couch and paying however it is most convenient for them. Even having the possibility of same-day delivery may appeal to some.

    Be precise and consistent while fulfilling your client’s expectations, and pleasantly surprise them at all touchpoints with extra consideration and assistance. By doing this, you not only give them the kind of experience they want but also go above and beyond their expectations.

    Want to improve your eCommerce experience? Read out this guide on how to improve your eCommerce experience.

    Why is the eCommerce Experience Important?

    Metrics illustrating the importance of customer experience in eCommerce

    Image source: https://www.superoffice.com/

    The finest eCommerce experience increases sales while also retaining current clients. Customers are happier when they have a positive eCommerce experience. And satisfied customers become brand ambassadors.

    Because more contented clients will be more willing to recommend your business, you can cut your customer acquisition costs. According to a Nielsen study, 92% of consumers inform their friends and relatives about a positive brand experience.

    Favorable online reviews, word-of-mouth advertising, brand loyalty, and client retention are all influenced by positive encounters. Perhaps it’s time to reinvest your advertising cash since bad client experiences have the opposite effect. Have a look at the positive impact of providing a great customer experience: 

    • Builds customer loyalty

      Businesses now face competition from all of the global online retailers that can offer the same products, possibly at more affordable costs, in addition to just the stores next door.
      When you take this into account, finding strategies to differentiate yourself from competitors in your market by providing a superior client experience becomes more than just a tactic. A customer who has a positive experience on your eCommerce website is bound to return for more purchases, thus building customer loyalty organically.

      Wondering How to Build Customer Loyalty with Superior Customer Experience?
    • No marketing tactic is more effective than a satisfied client

      Customers will spend more when you make them satisfied. They spread the news by encouraging their friends to make more purchases. By offering you glowing online and offline customer reviews, they assist you in building social proof.
      What establishes a legacy brand is when you consistently execute something well. One brand is more successful than another due to word-of-mouth marketing and enduring customer love.

    • People trust reviews over ads

      You may not be aware of this, but 96% of customers no longer believe advertisements. You must emphasize customer evaluations, comments, and user-generated content if you want to persuade modern consumers to make a purchase.

      Your objective is to build a community of consumer advocates because when people shop online, they look for third-party confirmation. Focus on delivering exceptional customer experiences and request that clients post pictures of themselves using your items. Additionally, it’s a fantastic method to keep customers committed to your business.

    • Competitive edge:

      A fantastic client experience might be your competitive advantage if you’re having trouble standing out from the competition. It is imperative that you are aware of what eCommerce experience is and how to perfectly utilize it to get ahead of your competition.

      Customers compare services and user experiences in addition to goods and costs. Make sure to offer clients wonderful experiences and give them access to other people’s experiences with your company if you want to retain them.

      Show them how others are happy with the way you conduct business. As a result, they will begin to trust you more quickly and won’t feel the need to shop around for purchases.

      Take a customer-centric strategy to offer satisfaction to stand out from your rivals.

      Here’s Your Chance to Lead the Competition with a Seamless eCommerce Experience.
    • Boost the brand’s reliability and transparency

      A website or app that offers possibilities for additional customization in areas like payment, delivery, product selection, and improved CX makes the brand seem more open and reliable. It makes it easier for consumers to make decisions by allowing them to concentrate more on online buying rather than doing in-depth research to evaluate a brand’s dependability.

      Customer service indicates a brand’s core beliefs, objectives, and character. It removes any uncertainty and “humanizes” the brand in the eyes of the consumer.

    Choose Technocrats Horizons for the Best eCommerce Customer Experience

    Undoubtedly, giving your customers a great experience in eCommerce can help your company grow. Additionally, providing excellent customer service and having a completely optimized website design are the foundations of a strong eCommerce customer experience. Now that you are familiar with the concept of what is eCommerce experience, it is time that you implement these pointers in your eCommerce platform.

    By working with professionals, you can guarantee that all of your clients will receive the greatest eCommerce shopping experience possible in 2023. At Technocrats Horizons, our eCommerce development solutions experts will collaborate with you to maximize the sales for your eCommerce business. We’ll build a more visually appealing and useful website that entices visitors and increases conversions.

    About The Author
    Mr. Gulshan Chandan, Customer Experience Head of Technocrats Horizons Compusoft Pvt. Ltd, is the driving force behind the company's success. With over a decade of experience in the industry, he is on a mission to redefine what it means to deliver exceptional customer service. Mr. Chandan is passionate about building lasting relationships with customers and is always looking for ways to go above and beyond to ensure their satisfaction.

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