The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These touchpoints include marketing, user interfaces, payment, delivery and the quality of the product itself. By understanding your customer’s journey fully it gives online retailers the opportunity to adapt to customer trends and develop a service that is completely tailored to their own customers.
We’ve been cooking up something special for the Finnish eCommerce industry over the past few months. We have officially partnered with OP, Finland’s largest bank and purveyors of online payment processing tool Checkout to create an advanced analytics tool for eCommerce companies to measure their customer experience strategy. This tool will allow companies to measure every step of their customer journey and allow them to see exactly where their customer experience is succeeding, and where it needs work.
Christmas is just a week away and we here at Feedbackly couldn’t be more excited! Christmas lights are glowing at every street corner, the smell of fresh Joulutorttu (Christmas tarts) is sweeping through the city. For some (me included) the realization has just set in that this is our last chance to get presents before the big day. There are two types of Christmas shoppers in the world; those who have already bought, wrapped and tucked away their presents under the tree, and those who will be flooding the stores this weekend in the hope of picking up their entire list of gifts.
Most eCommerce sites are run by data and hard analytics based on what their visitors have done on the site. This is of course very important. However, have you ever thought that the behavioral side doesn’t tell you everything? Often the possibility to let the customers really tell by themselves is neglected. What affected most of their experience on the site and in some cases even – what kept them from making a purchase on your site is a piece of information that could be more valuable than a pot of gold! Next I will give you easy step-by-step tips and examples about how to make your customers tell how you could make them more satisfied in different phases of their buying process through the customer journey – and in the end, turn them into loyal shoppers at your store! Lets create more sales! Continue reading “More sales with feedback in eCommerce?”
Data, data, data – it is all about data nowadays. Still too often we tend to forget that it is not about the data, it is about the person – a human being. Your customers have feelings and emotions and many time they are rather irrational. That one was almost common knowledge so why am I telling this? Well, it seems that even thought it should be quite clear, most of the eCommerces tend to forget this face and collect only observative data about their customers not even little qualitative data. Continue reading “The importance of qualitative customer feedback in eCommerce”