How can you improve your online customer experience?

The customer experience is essential to ensure customer satisfaction and loyalty. There are several levers that are essential to improve the online customer experience, such as the UX of your website, delivery solutions, return conditions and the packaging of your parcels .Ready to provide your customers with the best possible experience? Find all our advice in this article

The impact of a good customer experience

customer experience is a key element for your e-commerce business, as a good online customer experience offers many benefits, from building customer loyalty to enhancing your reputation

A decisive element in building customer loyalty

if customer relations have long been based on product sales, they are now focused on the individual. A loyal customer will have had a good experience with your company. On the contrary, a study by Emplifi reveals that 63% of individuals say they are ready to stop buying from a brand after having had a bad customer experience.It is essential todevelop a customer loyalty strategy by strengthening customer/company relations. Knowing the customer, their consumption habits and their needs, will help to build loyalty. The aim of creating a good customer experience is therefore to create customer preference for your brand, your company, as well asan attachment

An important method for sustaining your business

customer experience is also a major asset for the sustainability of your business. By aligning yourself with consumers’ expectations and responding to their needs in a concrete way, you optimise your brand image. And what does a satisfied customer do? He or she recommends your services to friends and family.Thisincreases your sales through the acquisition of new customers. Similarly, a good online customer experience means fewer disputes or refund requests. As a result, your turnover increases

An asset for standing out from the competition

customer experience is one of the most important elements indifferentiating yourself from your competitors. Customers are spoilt for choice when it comes to products. But beyond the product, consumers are now looking for a good customer experience. In addition to providing quality products or services, you need to work on the customer experience of your e-commerce business. It is acompetitive advantage to make the difference 86% to focus on the customertheir number has increased by 53% since 2010, which is proof of the benefits of a good customer experience

Some tips to ensure a good customer experience

If you want to improve the online customer experience of your e-commerce business,here are some best practices to help you do so

Think about the user experience of the website

user experience, or UX, is particularly important for an e-commerce website. It is asignificant growth driver for your website. A good user experience will help you toincrease customer loyalty and retention. Optimising the UX can improve conversion rates and increase online sales. You can optimise its loading speed, simplify navigation, or offer online assistance by integrating a chatbot. Indeed, offering a smooth navigation and simple handling to your customers facilitates their buying process

Offer optimal delivery conditions

delivery solutions are a crucial point for your e-commerce business, so choosing the right carrier isessential toensure a good customer experience from A to Z. You can choose to multiply delivery solutions to best meet your needs and those of your customers. Forexample, offer the choice of home delivery or delivery in a relay point, express delivery services, or taking care of heavy parcels depending on the merchandise sold on your e-commerce site. Need help with your project? Discover all the keys to choosing the right e-commerce carrier in this article from RAJA

Conditions for order returns

acrucial issue for an e-commerce business,the returns policy must be as clear and efficient as possible. In order to improve the online customer experience, it is best to facilitate the return of products. This will contribute to customer satisfaction. Similarly, consider introducing a questionnaire to find out the reasons for the return. This is an essential method to better understand your customers’ expectations or to identify any defects in your products. To find out more, please read our article on 5 key points for drafting an effective e-commerce returns policy

Packaging, a pillar of the online customer experience

In the world of e-commerce, the customer never sees you. The first physical element that connects you to the customer is the packaging. It is thereforea pillar for improving the online customer experience. There are several ways to provide an optimal customer experience through packaging

How to personalise your packaging

l’emballage personnalisé offre de nombreux atouts. Il s’agit avant tout de valoriser l’image de votre marque, à travers, entre autres, l’impression du colis aux couleurs et logo de l’entreprise. Cela permet également d’adapter l’emballage à vos produits, et donc de réduire le poids volumétrique du colis. Ainsi, la personnalisation de l’emballage a un impact positif sur les coûts de transport, alors réduits.

Personnaliser vos emballages facilite également la livraison de vos produits. C’est notamment le cas lorsque celui-ci est adapté aux dimensions des boîtes aux lettres. Un client livré rapidement est un client satisfait !

Enfin, puisque l’expérience client passe aussi par l’unboxing, il est nécessaire de soigner cette étape. Pour cela, choisissez par exemple une méthode de calage efficace, mais aussi respectueuse de l’environnement. N’hésitez pas à personnaliser l’intérieur du colis, en offrant un bon de réduction, des goodies, ou un petit mot destiné

Choosing eco-responsible packaging

the environment has become a major concern, especially for your customers, so opt for eco-responsible packaging to meet their expectations. This should be recycled, recyclable, biosourced and biodegradable to limit the environmental impact as much as possible.You can also reduce the use of raw materials by adapting the size of the packaging to the products, as in the case of personalised packaging. The customer experience will only be better as a result of this.
As you will have realised, to make a difference in the world of e-business, the customer experience is key. It has been at the heart of all strategies for a number of years now. Offer your customers an optimal journey, from browsing through the website to the experience of boxing, to maximise the chance of building customer loyalty and making your business last .