{"id":6054,"date":"2021-08-19T11:33:48","date_gmt":"2021-08-19T09:33:48","guid":{"rendered":"https:\/\/www.growcode.com\/?p=6054"},"modified":"2023-12-13T11:23:50","modified_gmt":"2023-12-13T10:23:50","slug":"how-to-improve-customer-journey","status":"publish","type":"post","link":"https:\/\/www.growcode.com\/blog\/how-to-improve-customer-journey\/","title":{"rendered":"Instantly Improve Your Customer Journey: 6 Proven Tips"},"content":{"rendered":"

When did you last devote serious time and resources to improving your customer journey?<\/p>\n

Many retailers sideline customer journey optimization. Instead, they focus on boosting metrics that have a clear and straightforward impact on revenue, like conversion rate and average order value. Customer satisfaction takes a backseat.<\/p>\n

But as ecommerce grows more competitive, taking a customer-centric approach is vital.<\/p>\n

Happy customers are more likely to return to your store and make repeat purchases, thus increasing your sales and revenue. Whether you realize it or not, your customer journey impacts your bottom line in a big way.<\/p>\nHappy customers are more likely to return to your store and make repeat purchases, thus increasing your sales and revenue. Whether you realize it or not, your customer journey impacts your bottom line in a big way. <\/a><\/span>Click To Tweet<\/a><\/span>\n

In this post, we’re going to give you six proven tips to improve your customer journey. Even if you only implement these tips and nothing else, you’ll put yourself at a significant competitive advantage.<\/p>\n

What will you find in this article?<\/h2>\n

Why Is Customer Experience Important?<\/a>
\nWhat is a Customer Journey Map?<\/a>
\n6 Proven Tips for Improving Your Ecommerce Customer Journey <\/a>
\n1. Build Detailed Customer Profiles and Buyer Personas<\/a>
\n2. Gather Direct Feedback<\/a>
\n3. Track the Right Metrics<\/a>
\n4. Ensure a Seamless Mobile Experience<\/a>
\n5. Pinpoint Your Main “Dropoff Points”<\/a>
\n6. Run Long-Term Tests<\/a>
\nConclusion<\/a><\/p>\n

Sounds good? Let’s dig in.<\/p>\n

Why Is Customer Experience Important?<\/h2>\n

Just why is the quality of your customer experience so important?<\/p>\n

This might seem like a silly question. Everybody knows it’s better to have happy, satisfied customers, right?<\/p>\n

But there’s a deeper reason. Many retailers sideline user experience optimization in favor of optimization strategies that are more obviously revenue-focused<\/strong>, like conversion optimization. And that seems like a reasonable strategy.<\/p>\n

But user experience is so important because it has a direct and measurable effect on all key ecommerce metrics<\/strong>, including conversion rate, average order value, customer retention<\/a> rate, loyalty, and more. Money and time spent on defining and optimizing the customer journey are not wasted.<\/strong><\/p>\n

\n
Growth hack your ecommerce conversion rate, sales and profits with this
\n115-Point Ecommerce Optimization Checklist<\/a><\/div>\n
get the free ebook<\/a><\/div>\n<\/div>\n

What is a Customer Journey Map?<\/h2>\n

In a nutshell, a customer journey map is a visual representation of your customer journey. <\/strong><\/p>\n

It encompasses all possible customer touchpoints, grouped into general stages. <\/strong><\/p>\n

It enables you to see precisely how customers interact with your brand as their relationship evolves from awareness to decision and beyond.
\n\"Customer<\/a>
\nCustomer journey maps are an essential ecommerce tool. (Source<\/a>)<\/span>
\nBecause customer journey maps account for all the possible interactions a user might have with your store (both on and off your website)<\/strong>, they are often quite detailed documents.<\/p>\n

Nonetheless, it’s important to create one. Your map allows you to see your whole customer journey, enabling you to identify problem areas as well as opportunities for improvement.<\/p>\n

For a detailed outline of how to create and use a customer journey map, check out our in-depth post on the topic: Customer Journey Mapping in Ecommerce: Examples & Templates.<\/a><\/strong>
\n[blog-newsletter title=”Want more insights like this?” form_id=”2853″]Get weekly ecommerce tips, strategies and leading industry knowledge. Delivered right into your inbox.[\/blog-newsletter]<\/p>\n

6 Proven Tips for Improving Your Ecommerce Customer Journey<\/h2>\n

Ok, so with the theoretical dimension out of the way, let’s look at six of the best ways to improve your customer journey right now.<\/em><\/p>\n

1. Build Detailed Customer Profiles and Buyer Personas<\/h3>\n

Customer profiles form the basis of effective customer journey optimization.<\/p>\n

Detailed customer profiles give you deep insights into the needs, pain-points, and desires of your site’s visitors<\/strong>. You can then use this understanding to inform every decision and proposed improvement going forward.<\/p>\nDetailed customer profiles give you deep insights into the needs, pain-points, and desires of your site's visitors. You can then use this understanding to inform every decision and proposed improvement going forward. <\/a><\/span>Click To Tweet<\/a><\/span>\n

When you view changes to the customer journey through the lens of your customer profiles you can ask questions like, “Does this new design element solve the specific problem my customers are experiencing at this stage of the customer journey?” or, “Will my audience understand and appreciate this new proposed feature?”
\n\"Customer<\/a>
\nCreate representative customer profiles for every large segment of your customer base. (Source<\/a>)<\/span>
\nYou should create customer profiles for every major segment of your customer base<\/strong>. Most retailers have numerous groups with clearly defined characteristics that shop at their store.<\/p>\n

Don’t focus exclusively on your ideal customer profile (ICP). Your buyer personas should encompass all of your current customers, not just your hypothetical “best customer”<\/strong>. Use in-house data and direct feedback when putting together personas.<\/p>\n

2. Gather Direct Feedback<\/h3>\n

Without customer feedback, you’ll never really know how your customers feel. Direct feedback is the fuel in your optimization “machine”.<\/p>\n

Gather feedback through on-site forms and via email at key stages of the customer journey.<\/strong><\/p>\n

There are three areas in particular where it’s ideal to ask for customer feedback:<\/p>\n