Description
Customer Experience Management in E-Commerce: A Multi-Method Study of Consumer Behaviour and Satisfaction
Abstract
Customer experience management (CEM) is an essential element of e-commerce and directly affects customer satisfaction, retention, and overall productivity. Increasingly, companies are focusing on giving their online customers personalized and seamless experiences in the highly competitive digital environment. Examining the relationship between business outcomes, technological integration, and customer expectations. Moreover, the study examines the key components and strategies of CEM in e-commerce. The study significance of user-centered techniques in establishing positive customer journeys. For instance, analyzing components such as website design, navigation, product customization, customer support, and post-purchase services is done. Additionally, the report examines how CEM is evolving due to the impact of developing technologies which are MI, big data analytics, and AI.
By specifically analyzing the measure of available literature and empirical information, the research identifies best practices for e-commerce businesses. This is generally done to enhance user experience and build lasting partnerships. The outcomes show how important it is to use a cohesive approach to manage client interactions across numerous connection points. For instance, the study requests to present e-commerce corporations with practical guidance. In addition, the direction is to boost conversion rates, enhance consumer satisfaction, and fortify brand loyalty in the evolving online economy. The case study focuses on product pages, checkout procedures, order tracking, search capabilities, customer support, and website navigation.
Delivering pertinent suggestions and deals by customizing the purchasing experience based on consumer information like as browsing history, demographics, and previous purchases. Delivering a unified user experience across all platforms, involving mobile apps, email, social media, and websites, so users could move between them with ease. Offering a variety of payment methods, reducing the number of steps needed to make a purchase, and giving precise delivery information. To assist clients in making well-informed decisions, e-commerce websites provide thorough descriptions, photographs, and customer reviews. In conclusion, research describes the need to offer easily available channels for customer service, such as phone, email, and live chat, to quickly respond to questions.
Read more about the topic
E-Commerce -Customer Experience and Relationship
Key Success Factors for a Better User Experience in E-Commerce Website
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