CX in E-Commerce Shailesh Mishra CXM

CX in E-Commerce

Shailesh Mishra
CXM

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E-commerce sites all over the world are quickly realizing that a great customer experience is where the money’s at. Poor customer service negatively impacts a customer’s experience, as witnessed by 89% of eCommerce consumers. They quickly stopped buying at stores that offer poor customer service. Given the fact that it costs 6 to 7 times more to attract a new customer than to retain an old one, improving customer experience is all the more important.

Importance of CX in E-Commerce

Importance of CX in E-Commerce

CX Matters

Bad CX

Here are a few hilarious examples of how the customer can be pained due to bad website design

Bad Search Results

Unfriendly Website

Bad Product Grouping

Customer Journey Map

Customer Journey Map

Customer Journey Explained

How to WOW the customer?

Amazon CX

It is rare that a customer has had a bad experience with Amazon. This is primarily because Amazon is obsessed with the customer and keeps innovating for the customer.

Forbes explains why the Amazon brand has become synonyms with customer experience.

Amazon Creating the CX Journey

The Amazon Difference

Amazon GO!