To build a successful, profitable, and sustainable ecommerce business, you have to invest in your customers before they enter the buying cycle, while they are in it, and long after they’ve made a purchase from your store.
You can call it marketing, you can call it CRO, but at the end of the day, what you’re really talking about is customer experience (CX). Put plainly, customer experience relates to interactions between you and your customers. It’s how your customers feel about you based on the interactions they ultimately have with you.
Why does it matter?
Because bad experiences felt by customers or would-be customers can wreak havoc on an ecommerce business. Good experiences, on the other hand, can lead to boosts in brand awareness, website traffic, social mentions, and sales.
If you want to drive more positive interactions with customers and boost sales this year, you have to work to intentionally improve customer experience at your ecommerce business.