calinomad.blogg.se

You may be familiar with the traditional terms for the stages of the ecommerce customer journey, which are usually something like:īut in the spirit of customer centricity, we’re choosing to rename the stages of the customer journey to put ourselves in the customers’ shoes. Rather than thinking about each stage, they’re experiencing it. The concept of ‘customer journey’ is very common in marketing, but your customers themselves may not be aware of-or at least aren’t thinking about-their actions on your website as ‘stages’ in a journey. 5 stages of the ecommerce customer journey

Visualizing these interactions as a ‘journey’ made of separate stages is a convenient way to look at a customer’s experience as a whole, and to understand what they may be looking for and needing at different times.

Your customers develop opinions about your business (and whether or not they want to buy things from you) based on the sum of their interactions with your website. If your website is slow to load, unexpected costs pop up, the product page is hard to navigate, or there are too many forms to fill out, your visitors might choose to bounce or exit -which is both an interrupted journey and a missed opportunity If your website loads quickly and without issues, offers and prices are clear, pages are easy to navigate, and customer support teams are easy to reach, your website visitors might feel comfortable with making a purchase ‘Ecommerce customer journey’ is the term that describes the stages of a customer’s experience with an online business, from the moment they first become aware of its products through the moment they complete a purchase.Ī clear, smooth online experience tends to have a positive impact on your prospective customers. Let’s start from the basics: What is the ecommerce customer journey? Use post-purchase surveys to understand the ‘engagement’ stage

Use on-page surveys to improve the ‘Intent’ and ‘purchase’ stageĤ. Use heatmaps to visualize the ‘Interest/intent’ stageģ. Use an on-site survey to learn more about the ‘Discovery’ stageĢ. Why is the ecommerce customer journey important?ĥ stages of the ecommerce customer journeyĤ ways to learn about the ecommerce journey from your customersġ.