What is customer experience management in e-commerce?
Posted: Wed Jan 29, 2025 5:59 am
Any issues we may have with a product are resolved promptly, we are greeted with a friendly smile upon entry, and we receive special discounts throughout the year, especially on your birthday.
These “beyond the product” experiences keep us conduit mobile database coming back to a particular physical store. The key to success in e-commerce lies in the same principles.
That's why we created our Asistent digital – to combine the traditional advantages of an in-store experience with the benefits of e-commerce. But more on that later.
Customer experience management in ecommerce involves planning and executing the entire customer journey on your website.
This should encompass every potential interaction a customer can have with your brand online. Customer experience management can be divided into three categories:
Pre-planning
As a first step, create customer personas. These are “character sheets” that outline the personality traits for each of your ideal customer types.
Personas should include personalized details about your customers, such as age, gender, marital status, family size, financial position, interests, and geographic location. And there will be some factors that are specific to your brand’s industry.
For example, if you run a shaving company, it can help you find out if potential customers actually have beards.
These “beyond the product” experiences keep us conduit mobile database coming back to a particular physical store. The key to success in e-commerce lies in the same principles.
That's why we created our Asistent digital – to combine the traditional advantages of an in-store experience with the benefits of e-commerce. But more on that later.
Customer experience management in ecommerce involves planning and executing the entire customer journey on your website.
This should encompass every potential interaction a customer can have with your brand online. Customer experience management can be divided into three categories:
Pre-planning
As a first step, create customer personas. These are “character sheets” that outline the personality traits for each of your ideal customer types.
Personas should include personalized details about your customers, such as age, gender, marital status, family size, financial position, interests, and geographic location. And there will be some factors that are specific to your brand’s industry.
For example, if you run a shaving company, it can help you find out if potential customers actually have beards.