What is e-commerce customer experience?

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In this guide, we'll look at defining ecommerce customer experience in practical terms and why it's essential to include a customer experience strategy in your marketing plans.

We'll detail ways to improve your own approach conduit mobile database and essential metrics to add to your key performance indicators (KPIs) to supercharge your customer experience.

Without further ado, let's go!

Ecommerce customer experience is a term used to describe the service you provide to users at every touchpoint, considered from the customer's perspective. This isn't just your customer service philosophy - it should encompass users' impressions of your site and brand.

"E-commerce is not the icing on the cake. It's the new cake." Jean-Paul Agon, CEO, L'Oreal

By declaring e-commerce to be “the new cake” in 2016, Agon unwittingly predicted the future. Many of us were already shopping online at that point, but digital sales were really only viewed as one channel within a brand’s overall sales strategy.

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To take L'Oréal as an example, 6.5% of sales came from e-commerce in 2016. By 2020, this figure had grown to 26.61 TP3T.

The digital experience may still be seen as “just a channel,” but if growth continues at this rate, it won’t be long before it becomes the most important of all.