Customer experience is the key differentiator
The ecommerce winners of tomorrow will be those who deliver great customer experiences at scale. Customer experience optimization is needed in every aspect of your business, from the very first click on your site all the way to customer services and customer support. Through great user experiences, you’ll be able to build brand affinity, improve your net promoter score, and increase the average order value and satisfaction rate among your customers.
Customers today, whether in B2B or B2C, are constantly bombarded with marketing messages. This has created a shift in how brands compete. The competition between brands has gone from commodities to goods, then to services, and today, experiences are the true differentiator. Every touchpoint, every interaction matters. And they all add up to a whole worth much more than the sum of its parts. Because what great customer experiences add up to is trust – in your brand.