How Is Customer Experience Management Different in E-Commerce?

Did you know that e-commerce sales are expected to pass $6.3 trillion worldwide in 2024? The internet and smartphones have given customers purchasing power in the palm of their hand and an exceptional customer experience is vital to help your business stand apart from competitors in the e-commerce landscape. A one-of-a-kind customer experience goes far beyond simply offering superior products — it’s about creating a seamless and memorable journey for every customer who visits your online store. boostCX provides customer experience management solutions in a variety of industries and we want to help you learn how to improve the customer experience in e-commerce.

Top 5 Ways to Improve the E-Commerce Customer Experience

Enhancing the customer experience in e-commerce can be accomplished with a variety of strategies and in many cases, it requires a multi-faceted strategy that focuses on personalization, convenience, and engagement. Here is a better look at our Top 5 Ways to Improve the E-Commerce Customer Experience and set your business apart from the competition:

1. Personalize the Online Experience

Online shoppers want a personalized experience when they shop. E-commerce businesses that deliver tailored product recommendations, content, and offers based on customer preferences, past purchases, browsing behavior, and customer data will stand out. This has the benefit of enhancing the shopping experience and demonstrating that you understand and value your customers’ needs.

2. Create a User-Friendly Interface

Website quality is a key element of any e-commerce business. Ensure your website is easy to navigate with user-friendly menus, search functions, and clear calls to action to deliver an exceptional customer experience. Add a streamlined checkout process and fast loading times to further contribute to a great, hassle-free experience.

3. Be Proactive with Customer Support

It is important for e-commerce businesses to anticipate customer needs by offering live chat, chatbots, AI tools, or other easily-accessible support channels to answer questions for online shoppers. Self-service options, like a comprehensive FAQ section, are great ways for e-commerce businesses to be more proactive in their customer support.

4. Transparent Communication

When customers place orders with an e-commerce company, they want to know when and where they will be delivered. E-commerce companies that keep customers informed about their orders, shipping details, and any potential delays will create a better customer experience. Proactive communication builds trust and sets realistic expectations, contributing to a positive overall experience.

5. Engage with Customers Post-Purchase

It is important that e-commerce companies don’t forget about their customers after they make a purchase. Personalized thank-you messages, exclusive discounts for repeat purchases, and actively seeking feedback show that you care about the continued satisfaction of your customers — which leads to continued and future business.

In the e-commerce world — a positive customer experience is vital for attracting and retaining customers. By learning how to improve the customer experience in e-commerce, businesses can enhance their online presence and build lasting relationships with their customers. boostCX can help you optimize your customer experience strategies with a powerful platform that provides valuable insights, automation capabilities, and helps you craft personalized interactions.

Customer experience (CX) is much more than just a buzzword — it is an important factor in the success or failure of your business. In many ways, customer experience can be subjective, but with the right data and the right statistics, you can quantify the value of the customer experience. The numbers don’t lie and investing in customer experience leads to real results — from increased revenue to improved customer loyalty.

Here is a better look at our Top 25 Stats that Show the Value of Customer Experience created by the boostCX Team!

25 Customer Experience Statistics You Need to Know

Relevant statistics provide visual and quantifiable proof of the success of customer experience management strategies that your company may employ. A greater understanding of key metrics and industry benchmarks helps you and your business identify areas for improvement, allocate resources effectively, and demonstrate the impact of CX initiatives on the bottom line.

Why Are Customer Experience Statistics Important?

Customer experience statistics provide invaluable information on customer behavior, preferences, and expectations as they are related to your products and services. Analyzing these metrics can identify emerging consumer trends, anticipate the needs of your customers, and allow you to make data-driven decisions.

These statistics serve as a key indicator and will guide companies towards a better understanding of their customers and the factors that influence customer satisfaction. By analyzing customer experience statistics, businesses can take a proactive approach to the customer experience, identify potential issues, optimize customer journeys, and drive growth.

1. An estimated 84% of companies and businesses that work to improve their customer experience have reported increased profits and revenue
2. Data indicates that 87% of customers who experience excellent customer service will do business with that company again
3. Brands that put the focus on the customer versus products and services report profits that are 60% higher than businesses that do not put the customer first
4. 72% of customers that have a positive customer experience with a business will tell six or more people
5. When customers have a poor customer experience, an estimated 89% will choose a competing product or service
6. 80% of businesses and companies compete based on their customer experience
7. A positive customer experience is a key factor in purchase decisions for an estimated 73% of consumers
8. An estimated 90% of businesses — in a variety of industries — have reported that they have made customer experience a priority
9. 64% of customers have claimed that a great customer experience is more important than the price of products or services
10. Data has shown that 42% of customers are willing to pay more for goods and services if it involves a great customer experience
11. 96% of consumers have indicated that customer service is an important factor when related to brand loyalty
12. Personalization is key in retail and up to 80% of consumers are more likely to purchase products or services from a company when their experience is personalized
13. Companies that make customer experience a priority have more engaged employees and an estimated 79% of employees at those companies are moderately or highly engaged
14. Companies with engaged employees perform up to 147% better than companies that do not have an engaged workforce
15. 95% of customer interactions with a business are expected to be controlled by AI by the year 2025
16. An estimated 73% of customers appreciate businesses that ask for feedback and apply it to products and services
17. U.S.-based companies lose an estimated $62 billion each year due to bad customer experiences
18. Online customer service is important and an estimated 60% of customer touchpoints occur online
19. 67% of customers expect a resolution to their issue within 3 hours of reporting
20. An estimated 72% of customers prioritize immediate customer service
21. 48% of customers expect benefits for being a good and loyal customer
22. 80% of companies that have employed conversational AI have reported improved customer satisfaction
23. AI has the potential to increase productivity at a given business by as much as 40%
24. Up to 57% of businesses believe that chatbots provide an increased benefit for a minimal investment
25. 74% of customer service representatives believe that additional access to customer experience tools and data will allow them to personalize customer experiences

The power of customer experience is undeniable and understanding key customer experience statistics can help you make decisions based on hard data. To unlock the full potential of your customer data and elevate your customer experience strategy, we have created a list of our Top 25 Stats that Show the Value of Customer Experience.