Should we invest in customer experience or not? If yes, then how much is too much? What function does customer journey play in the success graph of an eCommerce business? How to leverage customer journey stages and optimize customer journey? Being from the digital commerce industry, we have all heard these long-standing questions before. But what it takes is a practical approach in understanding the customer journey and its role in the eCommerce industry.
According to insights from Adobe’s 2020 Digital Trends Report, eCommerce business owners and digital commerce professionals must understand their customers and work towards enhancing the customer journey across multiple touchpoints. 34% of leading eCommerce businesses claimed to put customer journeys at the top of their priority list, followed by targeting and personalization.
But, why is the question…
Why is the customer journey important?
It doesn’t matter what your reason is. From building an audience to increasing conversions, from customer engagement to reducing churn rate, customer journey management is crucial to differentiate and grow.
Let’s check out some important stats that might come in handy.
- According to the Temkin Group, companies earning $1B annually can earn an additional $700M within three years of investing in CX.
- 86% of the customers are willing to pay extra for better service.
- Research by PwC claims that up to 32% of the customers will walk away from their most loved brands even after a single bad experience.
- More than two-thirds of businesses now compete purely based on CX.
By now, it is evident that a frictionless and seamless customer journey is what shoppers yearn for and will go to any lengths to avoid the headache of a bad experience.
Just like Sam Walton said…
With this, we move to our second most important question…
Why optimize customer journey?
Well, the customer journey concept stems from the core idea of people wanting to feel visible, known, and appreciated by the businesses they are patronizing. An optimized customer journey leads to enjoyable CX and hence makes your business easy while driving growth, profits & ROI.
Every customer goes through various stages classified into the pre-purchase, purchase, and post-purchase phases consisting of various touchpoints. This journey can take anywhere from a few minutes to several weeks or months. It all depends on your business touchpoints and the experience the customer has across all those. For understanding and optimizing an eCommerce customer journey, it is imperative that you identify and improve all touchpoints for every stage.
But the end question remains…
What’s next? How will you empower digital commerce using customer journeys?
A Practical Approach towards Customer Journey
It is time that we understand from the experts the nitty-gritty of how the customer journey impacts the eCommerce businesses and the industry as a whole.
Krish, in association with Adobe, brings you an exclusive webinar to explain the customer journey in detail with practical examples. You will be hearing from seasoned experts who have spent the majority of their professional lifetimes enhancing customer experience.
Why attend this webinar?
Attending this webinar will help you
- To gather ample knowledge to deliver end-to-end seamless and frictionless customer journey
- To understand customer stages and capture the attention of customers across various touchpoints
- Get to know the right set of technologies to enhance your customer journey and render positive CX
- Experience customer journey with actual use cases and live examples
And more…
Who should attend?
The intended audience includes
- eCommerce business owners
- Marketing practitioners and decision-makers
- Customer experience professionals
- Digital Marketers
- IT technocrats
Who are the distinguished speakers?
Get to know the secret ingredients for enhancing Customer Experience for your eCommerce Business.
Willie is the Senior Solution Consultant covering Asean for the Adobe Commerce solution portfolio. Bringing best practices for discerning merchants across the greater Asia Pacific for their businesses online. He has over 20 years of IT business solutions experience across different industries and sectors in Asean. Prior to Adobe, heʼd worked with solution providers such as IBM, Axway, ACI, etc.
How to watch the webinar?
To watch it on-demand, click on the following banner and enjoy the entire session.
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Minal Joshi is a content marketer at Krish with a flair for eCommerce and Digital Commerce aspects. She is a MarTech fanatic with a knack of writing with which, she helps brands to curate, create, & commence digital brand positioning. Sharing insights via articles, case studies, eBooks, Infographics, and other forms of content creation is what she lives for. Being an ardent traveler, when not writing, you'll find her sipping coffee into the mountains or petting a stray.
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