Quick Guide to Ecommerce Customer Journey
The eCommerce Customer Journey refers to the different stages of a customer’s interaction with an online business. It is the first time wherein people learn about its products unless they make a good purchase. The eCommerce journey has to be simple and seamless that exerts great influence on the potential customers. Then, they can be encouraged to go through your funnel towards the loyal customer stage. In this post, let us discuss how to effectively map and optimize an eCommerce customer journey. Steps to map eCommerce customer journey Businesses can employ various techniques to map the online eCommerce customer journey. Following are some of the top steps that you can use for mapping an eCommerce Customer Journey: Set goals You can establish goals for attaining a great layout plan of the eCommerce Customer Journey. Customer objectives are an essential component of the customer journey map. When there are described goals, it becomes easier for the business to set and establish the goals. Research Buyer Persona Buyer Personas are the semi-fictional assumptions that define the qualities of people. It is the research and data that defines the attributes of an ideal customer. Then, the business conducts the research for creating a functional research buyer persona. Defining the TouchPoints A touchpoint is any way a customer can interact with a company, whether it’s through person-to-person interaction, a website, an app, or any other kind of communication. So, define the touchpoints of your business and map the eCommerce Customer Journey. How to Optimize Customer Journey for Your E-Commerce Business? There are many ways in which you can optimize the customer journey for the e-Commerce business. Following are some of the top ways in which you can increase the satisfaction of customers online. Some of the top techniques for optimization of customer journey are given below: Create more contents You can create more useful content on the website. When you feed more useful and meaningful content online, customers get to learn more about the website, your business and products. Your map is built on the foundation of consumer data. This information will most likely come from two sources: direct feedback and customer analytics. So, use the data and build a useful eCommerce customer journey. Personalize customer experience Personalized customer service is to cater to the requirements, abilities, and expectations of each individual customer. Rather than requiring customers to follow a pre-determined service model, firms must now adjust their approaches to the needs of their clients. Collect and manage information with CRM When your customer database expanses and becomes difficult to manage, it is crucial to integrate a CRM into your system. There is a large amount of data available in the CRM, which can be utilized for a great evaluation. Contact information like name, title, email address, social profiles, contact history, lead scoring, order history, recent news, and personality attributes are all maintained in CRM databases. CRM softwares often provide enhanced analytic and features to assist you in understanding customers and level up customer services. Conclusion There are multiple ways in which you can find the right strategy. For instance, a researcher can utilize surveys, researching the market, interviewing colleagues, interviewing social media customers, and researching customers on LinkedIn. This is how you will have functional and reliable factors for enriching an eCommerce Customer Journey.
5 customer engagement email automation for eCommerce
With the entire current buzz around social media, email is still the most effective medium for driving business today. Multiple reasons make email the main medium of communication between a customer and a business. Individuals like to receive emails from businesses. It may seem counterintuitive, yet it is correct. According to research conducted by MarketingSherpa last year, 72 percent of adults in the United States prefer to interact by text. The increased labor will only stress upon the resources of the Company. So, we urge you to use customer engagement email automation for eCommerce. Ecommerce platforms require the composition and sending of emails with due diligence. There are many engagement automation techniques that assist you in maintaining a great reputation in the market. Below we will introduce some of the best examples that would enable you to understand the customer engagement email automation techniques. Cart Abandonment Emails The Cart Abandonment Emails are an important part engagement automation technique of the eCommerce platform. This is the email that notifies the buyer about the added items to the cart. Then, the person goes through the half-checkout process. However, the person does not complete the purchasing process. It gives insights to people whom people were attracted towards the cart. This is how business owners can make more efficient and effective decisions regarding the improvement of their business strategies. Newsletter The newsletter is another important part and parcel of any eCommerce platform. For adding a newsletter to the eCommerce website, there are few steps that you need to follow. Some of these steps are given below: Make a section in your online store where people can sign up for newsletters Install an email marketing app Setup segments, templates, and schedule emails Why should you follow these steps? To automate the task and increase the productivity levels at the Company. Email marketing providers like Mailchimp, for example, have features to automate newsletters with blog RSS feed, or even personalized product recommendations. Birthday and Other Special Events An eCommerce platform should consider rewarding special and loyal customers on special events such as Birthdays. You can start rewarding customer loyalty by offering a one-of-a-kind birthday deal. By recognizing regular consumers with a timely birthday incentive or discount, you remind customers about your presence and value in their life. So, automate the birthday and other special events emails. So that they are always sent at the right time. If you have a BigCommerce store, check out our guide to set up automated birthday emails. Reminder Emails There is also reminder emails available on the eCommerce platform. You can use these reminder emails for performing tasks at the appropriate time. For instance, you can use the reminder emails for performing various important tasks such as payment emails, appointment emails, and renewal emails. Rewards & offers Ecommerce platform has multiple rewards and offers programs that make customers more loyal. These programs have been specially constituted so as to create personalized bonus programs. So, automate the rewards and offers. Conclusion These are some of the top engagement automation techniques that will help you in organizing your efforts. Use all of these techniques for maintaining a good reputation in the market.
