Customer experience. Key to the success of your online store in 2024

Customer experience CX is the term that refers to customer experience, that is, what you feel when interacting with a brand or company. Surely you've experienced both sides of the customer experience coin. Let's do an exercise. Think about that brand or that business that you go to over and over again to buy a certain product or receive a certain service. Why do you think you do it? You'll probably tell me that the product is good or that you need the service. And yes, it's true; but, beyond that, you come back again and again, because your customer experience has been satisfactory. Now I want you to think about that brand or business that you tell your family or friends to never visit and where you yourself would never return. How did you feel when you related to that brand? Without a doubt, you had a bad customer experience. Therein lies the importance of the customer experience. A happy customer will become a loyal customer and will recommend your products or services to others, which is an excellent word-of-mouth marketing strategy. On the other hand, an angry customer will speak ill of you to their close circle and on social networks, which will damage your image and make you lose potential customers. But how does the customer experience relate to your online store. In a previous article we talked about the need to have an ecommerce in 2024. Today we want you to know that this is not enough; you must also ensure that your customer experience is satisfactory. The experience that customers have when buying online is decisive for the long-term success of your store. According to research carried out by Dimensión Data, 92% of companies that improved the customer experience in their online store noticed that indicators such as repurchases and referrals increased, meaning that more users were loyal; and 89% said that their revenues increased. If you also want to achieve these results, put these recommendations into practice: Verify that your platform interface is friendly, easy to navigate and has an attractive design. Optimize the load time of your page, customers leave a site where they have to wait for the information to load. Educate your customer service agents to provide the best possible service. Often the customer experience is not favorable because when errors or delays occur, in the delivery of the product, there are no adequate communication channels or the customer service staff responds automatically, with pre-prepared answers, as if they were robots unable to empathize with the user. Take advantage of any error to your advantage. A mistake resolved quickly is sometimes the best way to show your customers how much they matter to you. You can take advantage of an inconvenience to give them a discount on their next purchase, free delivery, an additional gift to the product purchased, or any other marketing strategy to keep that customer from ending up angry with your service. Personalize the customer experience. Nowadays, there are many tools that allow us to know buying behavior, interests, tastes or history of conversations with the brand. Take advantage of all this data to treat each of the users of your online store as if they were your only customer. A CRM (Customer Relationship Management) is a very useful tool to achieve this. Create an omnichannel strategy. Read here if you want to know how to do it. Create a responsive version of your online store, consider that more than 80% of purchases are made through a mobile device. Facilitate the search process with filters according to categories, subcategories, brands or any other that speeds up the purchase.Give the user all the information you consider necessary both on the product sheet and on the shipping process, delivery time, etc... Always keep in view the option: add to the cart. And if you don't have your online store yet, with Mobilvendor you can buy a powerful e-commerce, adaptable to B2B and B2C, with which you can increase your revenues significantly and reach those customers you never dreamed of.