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The pandemic accelerated a shift to ecommerce which continues to grow globally. Ecommerce sales are expected to surpass $1 trillion this year and reach $5.1 trillion worldwide by 2026. Today, consumers have many online shopping options to choose from, making the customer experience a key competitive differentiator for ecommerce companies.
A positive customer experience helps build relationships with consumers, increases brand loyalty and strengthens trust, which reduces customer churn and boosts revenue. According to research by Genesys, 70% of consumers say a company is only as good as its customer service.
Ecommerce companies that don’t deliver superior customer service will see customers leaving, never to return. A survey by PwC found that in the U.S., one in three consumers (32%) say they will walk away from a brand they love after just one bad experience.
To thrive in a market crowded with e-tailers competing for share of wallet, ecommerce companies must integrate customer centricity into their DNA, operating with a focus on enhancing customer experience to create happy, satisfied, loyal customers.
Ecommerce companies looking to optimize the customer experience should eliminate potential friction points in the customer journey by:
Related: 12 Awesome Tips From Ecommerce Experts
1. Investing in a top-notch customer experience team
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