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For any successful ecommerce business, customer experience is one of the most important considerations. Modern online consumers are becoming increasingly demanding, and have less tolerance for poor customer service or unintuitive checkout systems. In fact, 96% of customers claim that customer service is a crucial factor in their decision to be loyal to a brand. Simply put, if you can’t provide a first-rate purchasing environment, you are likely to lose money and see customer loyalty switch to your more forward-thinking competitors. In order to maximize your turnover and increase customer retention, you need to keep them satisfied at all times. Read this comprehensive guide to learn about the following: 1. Understanding the customer journey 2. How to map the ecommerce customer journey 3. Using surveys to map the ecommerce customer journey