Customer Experience

Ecommerce site owners have tried every technique to provide a seamless and intuitive experience to its customers. TCE (Total customer experience) is not only confined to the activities within the arrival-to-checkout process, but also encompasses database and back-office processing efficiency, security and trust factor offered by the site, the delivery timing and mechanism of the products or services and not to mention the pre and post-sales customer service attitude – a 360* interaction of the customer with the Ecommerce environment.

Let the customers decide…
Empowering the customer during the purchasing process gives a sense of ownership and the interactivity involved leads to a greater ratio of conversion – Online retailers like Puma, Nike and Amazon offer the buyers the option to select the number of search results that they want to see (10,25, 50..etc). In addition, the new age buyers can also select a particular color or style while browsing the catalogue.

A global experience…
Every Ecommerce portal resides in a global marketplace unless specifically restricted by the owner. A US based online retail site cannot afford to offer prices only in US dollars (and with 5 digit zip codes) if a major chunk of its visitors are coming from UK. The earliest possible engagement of international consumers during the shopping process is key the conversion maximization for a site – and it makes business sense not to ask the buyer to open an account before the transaction has been completed.