HOW TO CREATE AN EXCELLENT CUSTOMER EXPERIENCE ONLINE A guest blog post by Katrin Langley Based on the original article: Live online shopping - The new customer experience? While the pandemic has changed many of our daily habits, the shift to where and how we shop continues to be a moving target. From shopping in a store to ordering everything online, consumer expectations continue to shift. How & Where We Shop Is Different. As an avid shopper, I take my purchases seriously. Whether shopping in person, on an eCommerce website, I still look for a superior customer experience to bring me back again. What types of experiences build brand loyalty? How can companies ensure they are meeting all the expectations of their customers? When looking for superior customer experience one of my top priorities is engagement. There is now a myriad of avenues to travel down for shopping without ever leaving your home. My social media feeds are filled with shopping ads from recent searches online or an algorithm dictating what might interest me. I have found many of those shops lack basic customer care and almost no customer experience when problems occur. Online Shopping Is Now Increasingly Popular While I shop from both platforms often, there is far greater room for discontent in my purchase followed by an often poor customer experience. Without the ability to try on, touch the fabric, or visualize the color next to my skin, I am often left less than pleased with my purchase. In the last couple of years retailer Lularoe and its...
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