{"id":22552,"date":"2025-08-14T16:59:53","date_gmt":"2025-08-14T16:59:53","guid":{"rendered":"https:\/\/www.bloomreach.com\/library\/ecommerce-customer-experience-how-to-create-great-experiences"},"modified":"2025-08-27T07:52:58","modified_gmt":"2025-08-27T07:52:58","slug":"ecommerce-customer-experience","status":"publish","type":"library","link":"https:\/\/www.bloomreach.com\/en\/blog\/ecommerce-customer-experience","title":{"rendered":"Ecommerce Customer Experience: 7 Proven Strategies to Create Great Journeys in 2025"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Creating a great ecommerce customer experience is no longer an added bonus for online stores to offer. It&#8217;s a must to compete in the modern market.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now more than ever, customers value business relationships that anticipate their needs and deliver easy, memorable experiences on their devices of choice. A positive customer experience goes a long way in ensuring your ecommerce store retains customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Online engagement has become the deciding factor of how business relationships are nurtured or lost. It is very often where brand and retailer relationships are born, and the way your online store facilitates meaningful connections can make or break customer loyalty.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To become a digital-first business, a great customer experience is essential. Companies that do not focus on creating this will struggle to survive. Keep reading to learn how you can craft great ecommerce customer experiences that make your brand truly stand out.<\/span><\/p>\n<h2>What Is Customer Experience Management?<\/h2>\n<p><span style=\"font-weight: 400;\">Customer experience management (CXM) is the practice of designing every type and quality of interactions a customer has with a business, across every physical and digital touchpoint. Ecommerce customer experience refers specifically to the digital experience a business delivers to a customer through<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/apis-microservices-transforming-shopping-experience\"> <span style=\"font-weight: 400;\">optimized digital commerce platforms<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The goal of experience management is to optimize, orchestrate, and inspire interactions that will help guide customers along their paths to purchase.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No matter if your business is B2B or B2C, <\/span><b>every step of the buying journey must be considered.<\/b><span style=\"font-weight: 400;\"> You need to be asking:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How do customers research products and evaluate their options?<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What tailored help and content will they need along the way?<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What additional items can they be inspired to consider?<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How do they complete the selection process?<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What necessary customer support will they need post\u2011purchase?<\/span><span style=\"font-weight: 400;\">\n<p><\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Nowadays, we have the tools and technology to address all these questions. A modern online business can design an exceptional and personalized ecommerce customer experience that allow online shoppers to buy with confidence, find the right products, and do it quickly and efficiently.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The reality is that we are living in the age of the customer, and businesses wishing to survive long term must move past the idea of customer retention \u2014 they need to focus on customer obsession.<\/span><\/p>\n<h2>Why Is Customer Experience Important in Ecommerce?<\/h2>\n<p><span style=\"font-weight: 400;\">We know that each time a shopper is exposed to an improved digital commerce experience, their customer expectations for all experiences rise to a new, higher level. And for today\u2019s shopper, only the most customer\u2011centric businesses reach the expected standard.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What this means for businesses is that CXM has become a moveable feast. And having a robust ecommerce customer experience has also become intrinsic to help companies grow and thrive.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Paying attention to your ecommerce customer experience can set companies up to be more competitive and more customer\u2011focused, ultimately driving sales and business growth. And there&#8217;s plenty of data to back that up.<\/span><\/p>\n<p><b>Here&#8217;s some of the top reasons you should be focusing on customer experience for your business.<\/b><\/p>\n<h3><b>Customers Expect the Best Experience From Modern Brands<\/b><\/h3>\n<p><a href=\"https:\/\/visit.bloomreach.com\/state-of-commerce-experience\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">The State Of Commerce Experience<\/span><\/a><span style=\"font-weight: 400;\">, a commissioned report conducted by Forrester Consulting on behalf of Bloomreach, found that nearly <\/span><b>half of buyers (40% of consumers and 56% of B2B customers) would pay more for a better experience<\/b><span style=\"font-weight: 400;\">, and would not buy from the same business again if the experience had been poor.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Yet too many businesses do not provide basic capabilities like easy website navigation, relevant search results, or clear product information. <\/span><b>Almost 80% of online customers abandon their purchases because of these reasons, jumping to competitors who better meet their needs.<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Furthermore, according to the same study, 98% of business decision\u2011makers believe that not providing a seamless ecommerce customer experience has important business implications, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Decreased net promoter score (49%)<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduced customer visits (48%)<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lost revenue\/market share to direct competitors (44%)<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">All this data points to a huge perception problem in online commerce \u2014 many companies view their ecommerce customer experience simply as an online shelf to put products on display, and nothing more.<\/span><\/p>\n<h3><b>Your Website Is More Than an Online Store<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">But understanding<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/digital%E2%80%91commerce%E2%80%91explained\"> <span style=\"font-weight: 400;\">digital commerce fundamentals<\/span><\/a><span style=\"font-weight: 400;\"> reveals that ecommerce is so much more than a sales channel. For example, according to the Forrester\/Bloomreach study, <\/span><b>65% of customers research a product online before they go to the physical store<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Online browsing also has the potential to inspire potential customers to make purchases more than any other method. They visit your website and look at your online presence to get a feel of what your brand can offer them, how your business compares to other brands they could choose, and what they can expect to gain from purchasing your products and becoming a loyal customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CXM is critical in capturing these opportunities and converting them by ensuring the customer experience, at every stage, is positive and stress\u2011free.<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.bloomreach.com\/wp-content\/uploads\/2024\/05\/e-commerce-customer-experience-image-1-at-2x.jpg\" alt=\"47% of customers would pay more for a better buying experience\" \/><\/p>\n<h3>The Ecommerce Experience Is No Longer Optional<\/h3>\n<p><span style=\"font-weight: 400;\">The COVID\u201119 global pandemic pushed digital commerce front and center for both B2B and B2C buyers, driving <\/span><b>half of shoppers to buy products they\u2019ve never bought online before<\/b><span style=\"font-weight: 400;\">, with <\/span><b>70% buying more than usual<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It has been a wake\u2011up call to all businesses to get their CXM strategy in order, amplifying the importance of customer experience and customer demands for better online experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;The event has accelerated B2B ecommerce by at least two years,&#8221; says Brian Beck, Managing Partner at Enceiba, in a<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/resources\/podcasts\/state-of-commerce-episode-4\"> <span style=\"font-weight: 400;\">podcast episode on B2B commerce<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;The disparity is going to be very dramatic in terms of the businesses who were prepared and those who weren\u2019t. We\u2019re going to come out of this and I&#8217;m optimistic that on the other side, we\u2019re going to see a lot more investment in ecommerce customer experience, and transformation is going to be faster than it would have been otherwise.&#8221;<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.bloomreach.com\/wp-content\/uploads\/2024\/05\/e-commerce-customer-experience-image-3-at-2x.jpg\" alt=\"50% of customer are shopping online for products they\u2019ve never bough online before\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Expanding on this, Allen Bonde, VP and Research Director at Forrester Research, believes that \u201ccustomer preferences, expectations, and habits and behaviors are going to change\u201d as a direct result of Covid\u201119.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;People will be more direct in their purchasing. One of my theories is that consumers will start to put cost aside and it will be more about convenience and availability. This will apply to both consumer behaviors and business purchasing behaviors. It will be more about reliability, convenience, availability, assured delivery trust, and less about price.&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These attributes are very much at the heart of a great customer experience strategy.<\/span><\/p>\n<h2><b>7 Proven Strategies To Improve Ecommerce Customer Experience<\/b><\/h2>\n<h3><b>Strategy 1: Implement Intelligent Search<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The search box is the most important real estate on any site, and it&#8217;s a pivotal touchpoint for your customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers want a search function that delivers relevance to them. They want to know if the item they want is in stock and they want to see relevant suggestions, accurate up\u2011to\u2011date information, and detailed product information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately, many of the search functions on ecommerce sites today may hurt as much as they help because they focus on keywords instead of the meaning of those words in context.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On a practical level, it&#8217;s the difference between dumb search and<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/everything-you-need-to-know-about-search-bars-and-digital-merchandising-right-now\"> <span style=\"font-weight: 400;\">intelligent search capabilities<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If a shopper searches for a \u201cshirt dress,\u201d they don\u2019t want results full of \u201cdress shirts,\u201d and vice versa. Or if they search for \u201cbudget black laptop,\u201d they most likely want a black, low\u2011cost computer. But a keyword search may instead deliver a page of low\u2011cost black accessories for a laptop.<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.bloomreach.com\/wp-content\/uploads\/2024\/05\/e-commerce-customer-experience-image-2-at-2x.jpg\" alt=\"An example of intelligent search, which can understand the difference between a \u201cshirt dress\u201d and a \u201cdress shirt\u201d\" \/><\/p>\n<p><span style=\"font-weight: 400;\">By comparison, an intelligent search considers the words in context, just as a human sales clerk would through<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/semantic-search-explained-in-5-minutes\"> <span style=\"font-weight: 400;\">semantic search optimization<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><a href=\"https:\/\/www.bloomreach.com\/en\/ecommerce-site-search\"><span style=\"font-weight: 400;\">Intuitive, tailored search capabilities<\/span><\/a><span style=\"font-weight: 400;\"> are crucial in delivering an exceptional customer experience.<\/span><\/p>\n<h3><b>Strategy 2: Create Personalized Experiences<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The Forrester\/Bloomreach study found that just <\/span><b>14% of consumers and 22% of B2B customers<\/b><span style=\"font-weight: 400;\"> say their most recent online experience was completely personalized to them. Yet increasingly, this is the consumer expectation across all verticals.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Personalization has been a big idea in ecommerce for decades, but it has become the industry\u2019s main focus in the last few years. COVID\u201119 triggered an interesting cultural reset when it comes to consumer attitudes towards online shopping, and new habits have undoubtedly formed. Consumers are seeking out personalized experiences more and more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cComing out of this crisis, we&#8217;re going to see even more distinction between the idea of going shopping as an experience and actually having to buy something\u2026 the shopping experience and buying have become disintermediated.\u201d<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"> \u2014Pam Danziger, luxury retail expert and author, in a<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/resources\/podcasts\/state-of-commerce-episode-2\"> <span style=\"font-weight: 400;\">conversation on steering retail companies through the pandemic<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Of course, this is easier said than done. While personalization is an increasingly hot topic, most businesses are still in the early stages of understanding how to best utilize it. As Bloomreach CEO Raj De Datta explains in the video below, there are a myriad of touchpoints in the customer journey that can be elevated with personalization, and businesses need the right tools to connect them all and craft the best experience for their customers.<\/span><\/p>\n<p><iframe title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/Xm7T78J90QE\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<div>\n<p><span style=\"font-weight: 400;\">If you\u2019re looking to ramp up your personalization efforts,<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/2018\/10\/the-importance-personalized-search\"> <span style=\"font-weight: 400;\">artificial intelligence (AI) technology<\/span><\/a><span style=\"font-weight: 400;\"> is an essential step to building a better customer experience. And it can have a sweeping impact \u2014 AI can help businesses embed personalization and targeted campaigns into even stage of their digital offering, empowering a relevant and tailored experience for the customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From fine\u2011tuning the<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/products\/discovery\/personalized-search\"> <span style=\"font-weight: 400;\">personalized search experience<\/span><\/a><span style=\"font-weight: 400;\"> with<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/why-product-recommendations-are-key-to-winning-with-e-commerce-personalization\"> <span style=\"font-weight: 400;\">optimized product recommendations<\/span><\/a><span style=\"font-weight: 400;\"> to automating and orchestrating a more nuanced<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/the-ultimate-guide-to-journey-orchestration\"> <span style=\"font-weight: 400;\">customer journey optimization<\/span><\/a><span style=\"font-weight: 400;\">, AI can mold your customer experience into a unique relationship with every member of your audience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the right tools and technology, the depth of your personalization efforts is only limited by your imagination.<\/span><\/p>\n<\/div>\n<div><\/div>\n<div class=\"blog__block\"><strong>Read this next:\u00a0<a href=\"https:\/\/www.bloomreach.com\/en\/blog\/2019\/07\/digital-commerce-explained\" target=\"_blank\" rel=\"noopener\">Ecommerce Personalization: Complete Guide<\/a>\u00a0<\/strong><\/div>\n<p><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/2019\/07\/digital-commerce-explained\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.bloomreach.com\/wp-content\/uploads\/2024\/05\/e-commerce-customer-experience-image-6-banner-at-2x.jpg\" \/><\/a><\/p>\n<h3><b>Strategy 3: Optimize for Mobile Commerce<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">How mobile fits within the digital customer experience is an important consideration.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Because like it or not,<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/why-mobile-marketing-is-here-to-stay\"> <span style=\"font-weight: 400;\">mobile is here to stay<\/span><\/a><span style=\"font-weight: 400;\">. Mobile use has boomed in popularity in recent years for one simple reason: People across the world have become more attached to their mobile devices.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Despite beliefs that consumers would be reluctant to purchase via mobile,<\/span><a href=\"https:\/\/eur03.safelinks.protection.outlook.com\/?url=https%3A%2F%2Fwww.statista.com%2Fstatistics%2F806323%2Fmobile-retail-commerce-revenue-worldwide%2F\" target=\"_blank\" rel=\"noopener\"> <span style=\"font-weight: 400;\">mobile commerce sales are on track to reach well into the trillions<\/span><\/a><span style=\"font-weight: 400;\"> in the very near future.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And this change isn&#8217;t just an important factor for B2C companies. The massive shift to mobile is changing the way B2B businesses engage with customers, too.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">B2B businesses have traditionally thought of ecommerce as a tool for order entry \u2014 something that their target customers do on their desktop, in their office, and without the need for a catered, convenient shopping journey. But with user experience becoming the big differentiator, the mobile customer experience becomes critical.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cAs a customer walks through their factory, their facility, or their store, the retailer needs to ask, what problem are they trying to solve?\u201d says Brian Beck, author of <\/span><i><span style=\"font-weight: 400;\">Billion Dollar B2B Ecommerce<\/span><\/i><span style=\"font-weight: 400;\">. \u201cI know I would rather take action as I am walking through, whether it&#8217;s adding to my order, placing the order, or figuring out where something is.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A strong mobile touchpoint can enable this level of usefulness to B2B customers, and it can be the game\u2011changing factor for your customer experience.<\/span><\/p>\n<h3><b>Strategy 4: Provide Rich Content and Information<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In the last few years, the importance of information on product availability increased by <\/span><b>11%<\/b><span style=\"font-weight: 400;\"> as a critical requirement for both consumers and B2B customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Providing accurate information such as product details, stock levels, answers to common questions, and pricing clarity can go a long way towards enhancing the ecommerce customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to the Forrester\/Bloomreach study, <\/span><b>32% of businesses currently provide rich, detailed product information<\/b><span style=\"font-weight: 400;\">, leaving much room for improvement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, content needs to do more than answer product questions accurately. It must also tell a story and inspire the user.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cYou have to connect with me as a customer using rich content and experiences,\u201d explains author, researcher, and Forbes Senior Contributor Pam Danziger in our<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/library\/podcasts\/state-of-commerce-episode-2\"> <span style=\"font-weight: 400;\">Commerce Experience podcast<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moving forward, consumers are looking for more meaningful experiences. And they won&#8217;t necessarily be drawn to a five\u2011star brand just because of its reputation. Retailers will need to work harder for new customers and build brand loyalty through the digital customer experience that they offer.<\/span><\/p>\n<h3><b>Strategy 5: Offer Flexible Purchase and Delivery Options<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The State of Commerce Experience study revealed that only <\/span><b>41% of businesses offer in\u2011store or branch pickup<\/b><span style=\"font-weight: 400;\"> and <\/span><b>27% offer next\u2011day delivery<\/b><span style=\"font-weight: 400;\"> within their existing ecommerce strategy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A lack of flexibility in purchase and delivery options can be costly, causing the customer experience to fail at the last hurdle.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the B2B sector, Amazon Business is a good example of a company providing the flexibility users want and need. It offers an experience Amazon users are familiar with in their personal lives, but with added business functionality and convenience such as the ability to buy on credit, pay by invoice, downloadable VAT invoices, and spending trackers.<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.bloomreach.com\/wp-content\/uploads\/2024\/05\/e-commerce-customer-experience-image-4-at-2x-1.jpg\" alt=\"Only 18% of customers say their most recent online experience was completely personalized to them\" \/><\/p>\n<h3><b>Strategy 6: Implement AI-Powered Customer Support<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">With AI technology advancing rapidly in 2025, implementing intelligent customer support systems has become essential for delivering exceptional ecommerce experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">AI\u2011powered chatbots using<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/conversational-ai-everything-you-need-to-know\"> <span style=\"font-weight: 400;\">conversational AI<\/span><\/a><span style=\"font-weight: 400;\"> can provide instant support 24\/7, handling everything from basic product inquiries to complex problem\u2011solving. These systems use<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/natural-language-processing\"> <span style=\"font-weight: 400;\">natural language processing<\/span><\/a><span style=\"font-weight: 400;\"> to understand customer intent and provide personalized responses.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A robust<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/conversational-commerce\"> <span style=\"font-weight: 400;\">conversational commerce<\/span><\/a><span style=\"font-weight: 400;\"> strategy enables businesses to guide customers through their purchase journey, recommend products based on preferences, and resolve issues before they impact the customer experience.<\/span><\/p>\n<h3><b>Strategy 7: Measure and Optimize Customer Experience Metrics<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">CXM needs constant attention and refinement. If you&#8217;re a distributor, retailer, or reseller of any type, you need to know what your audience is doing to craft the ideal customer experience.<\/span><\/p>\n<p><b>Key metrics to track include:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customer Satisfaction Score (CSAT):<\/b><span style=\"font-weight: 400;\"> Measures immediate satisfaction following interactions<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Net Promoter Score (NPS):<\/b><span style=\"font-weight: 400;\"> Indicates likelihood of customer recommendations<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customer Effort Score (CES):<\/b><span style=\"font-weight: 400;\"> Assesses how easy it is for customers to complete tasks<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customer Lifetime Value (CLV):<\/b><span style=\"font-weight: 400;\"> Tracks long\u2011term customer value<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b style=\"color: revert; font-size: revert; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji';\">Retention Rate:<\/b><span style=\"font-weight: 400;\"> Measures customer loyalty over time<\/span><\/li>\n<\/ul>\n<h2>How To Analyze and Enhance Your Ecommerce Customer Experience<\/h2>\n<p><span style=\"font-weight: 400;\">Businesses must focus on collecting the data and insights that are relevant to assessing and enhancing their customer experience strategy across every possible touchpoint.<\/span><\/p>\n<p><b>Here are key data types to prioritize:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Transactional data<\/b><span style=\"font-weight: 400;\"> helps illustrate the customers\u2019 purchase history. This includes data points like records of orders, invoices, methods of payment, timing of payment, and other information associated with an event like the lease or sale of goods and services.<\/span><span style=\"font-weight: 400;\">\n<p><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Behavioral data<\/b><span style=\"font-weight: 400;\"> makes it easy to know the patterns of your target audience. Customer data is vital for understanding the customer journey. Knowing where visitors were just before they came to your site \u2014 whether that was a search engine, a competitor\u2019s site, an advertisement, or somewhere else \u2014 can go a long way in personalization efforts.<\/span><span style=\"font-weight: 400;\">\n<p><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Social media data<\/b><span style=\"font-weight: 400;\"> is important for tracking how individuals engage with your content. The social data from your prospects and loyal customers can help you achieve deeper<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/customer-segmentation-options-marketers-should-know-in-2021\"> <span style=\"font-weight: 400;\">audience segmentation<\/span><\/a><span style=\"font-weight: 400;\">, improved lead nurturing, and a better understanding of the user experience to craft more engaging customer interactions.<\/span><span style=\"font-weight: 400;\">\n<p><\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A\/B testing can be incredibly helpful for assessing the impact of merchandising decisions. And with a platform that empowers<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/products\/engagement\/experiments-ab-testing\"> <span style=\"font-weight: 400;\">testing in real time and at scale<\/span><\/a><span style=\"font-weight: 400;\">, you can display<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/2019\/05\/what-is-customer-experience\"> <span style=\"font-weight: 400;\">unique content<\/span><\/a><span style=\"font-weight: 400;\"> to each customer and create truly personalized experiences.<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.bloomreach.com\/wp-content\/uploads\/2024\/05\/e-commerce-customer-experience-image-5-at-2x.jpg\" alt=\"The similarities and differences between a CSAT and NPS for measuring customer satisfaction\" \/><\/p>\n<h2><b>Ecommerce Customer Experience Examples by Industry<\/b><\/h2>\n<h3><b>Fashion &amp; Apparel\u00a0<\/b><\/h3>\n<p class=\"whitespace-normal break-words\"><strong>Havaianas:<\/strong> Brazilian flip-flop brand Havaianas needed to scale its North American email marketing program and gain greater internal control over its customer engagement strategy. The company needed a solution that would:<\/p>\n<ul class=\"[&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc space-y-1.5 pl-7\">\n<li class=\"whitespace-normal break-words\">Provide more flexibility and internal control over email marketing operations<\/li>\n<li class=\"whitespace-normal break-words\">Simplify complex list creation and campaign management processes<\/li>\n<li class=\"whitespace-normal break-words\">Enhance email deliverability and sender reputation<\/li>\n<li class=\"whitespace-normal break-words\">Enable seamless migration from Salesforce Marketing Cloud to a more agile platform<\/li>\n<\/ul>\n<p class=\"whitespace-normal break-words\">By partnering with Bloomreach and implementation partner Scalero, Havaianas successfully transitioned its email marketing from Salesforce Marketing Cloud to Bloomreach Engagement while moving its ecommerce operations to Shopify. Scalero managed the complex migration process, implementing custom data extractions and streamlining what was previously a dozens-of-steps process into just a few simple actions.<\/p>\n<p class=\"whitespace-normal break-words\">The partnership delivered an immediate bump in customer experience, as results with enhanced email deliverability, a strong IP reputation in Google Postmaster, and eight new automated lifecycle marketing scenarios. Scalero&#8217;s proactive approach solved critical deliverability issues in just days that had been affecting business revenue for extended periods.<\/p>\n<p class=\"whitespace-normal break-words\"><strong>Read the full story:<\/strong> <a href=\"https:\/\/www.bloomreach.com\/en\/case-studies\/havaianas-scales-email-program\"><strong>Havaianas Scales Email Program With Bloomreach and Scalero [Case study]<\/strong><\/a><\/p>\n<h3><b>Home &amp; Garden Customer Journey Optimization<\/b><\/h3>\n<p><a href=\"https:\/\/www.bloomreach.com\/en\/customers\/hdsupply\"><b>HD Supply<\/b><\/a><b>:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">One of the largest industrial distributors in North America, HD Supply wanted to upgrade its entire user experience to B2C+, meaning it wanted to deliver the experience people expect along with the additional features a business customer needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Creating a smooth buying process was critical. Brooke Logan, Senior Product Manager, Ecommerce at HD Supply, explains that \u201ccustomers want to be able to find the right products fast, be sure they&#8217;re picking the right products, order them, and get back to their day. It\u2019s all about making that \u2018Add to Cart\u2019 really easy.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With Bloomreach, the company revamped its site<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/products\/discovery\/personalized-search\"> <span style=\"font-weight: 400;\">search experience<\/span><\/a><span style=\"font-weight: 400;\"> with the ability to <\/span><b>add to cart directly from the search bar<\/b><span style=\"font-weight: 400;\">. Ecommerce customers now see the product image, part number, price, and the \u201cAdd to Cart\u201d button directly in the search bar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a result of the program, <\/span><b>HD Supply experienced a 16% increase in revenue from search<\/b><span style=\"font-weight: 400;\"> and its add\u2011to\u2011cart rate from list and product detail pages increased by <\/span><b>4%<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><b>Electronics &amp; Tech Product Discovery Enhancement<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Tech and electronics retailers excel when they provide detailed product specifications, comparison tools, and intelligent filtering options that help customers navigate complex technical requirements. The most successful brands in this vertical implement advanced search capabilities that understand technical terminology and can match products to specific use cases.<\/span><\/p>\n<div class=\"blog__block\">\n<h2 dir=\"ltr\">Using AI to Optimize the Ecommerce Customer Experience<\/h2>\n<p><span style=\"font-weight: 400;\">With competition growing fiercer by the day in<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/digital-commerce-explained\"> <span style=\"font-weight: 400;\">digital commerce<\/span><\/a><span style=\"font-weight: 400;\">, finding innovative ways to stand out and deliver personalized experiences has become a top priority. This is where the power of Artificial Intelligence (AI) comes into play.<\/span><\/p>\n<p dir=\"ltr\"><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/what-is-generative-ai\"><img decoding=\"async\" src=\"https:\/\/www.bloomreach.com\/wp-content\/uploads\/2024\/05\/what-is-generative-ai-banner-button.jpg\" alt=\"What is Generative AI?\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">AI technology has revolutionized the way businesses interact with their customers, and the ecommerce industry is no exception. By leveraging AI\u2011driven solutions, businesses can enhance every aspect of the customer journey, from browsing and product recommendations to checkout and post\u2011purchase support.<\/span><\/p>\n<h3><b>Personalized Product Recommendations<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">One of the most significant advantages of using AI in ecommerce is its ability to provide<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/why-product-recommendations-are-key-to-winning-with-e-commerce-personalization\"> <span style=\"font-weight: 400;\">personalized product recommendations<\/span><\/a><span style=\"font-weight: 400;\">. Through sophisticated algorithms, AI can analyze customer behavior, purchase history, and preferences to suggest relevant products that match their interests. This level of personalization allows your business to offer a seamless customer experience and also increases the chances of conversion and repeat business.<\/span><\/p>\n<h2><b>Key Takeaways for Ecommerce CX Success in 2025<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The rapid shift to digital in the last few years has forced ecommerce customer experiences into the spotlight, making it an urgent priority for businesses. Those with an effective customer experience strategy have been the winners, while others have been stuck and scrambling to figure out a way through.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now is the time for retailers and brands to get back to basics and focus on the essence of experience and the type of relationship they would like to nurture with new and existing customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are the key strategies for ecommerce CX success in 2025:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Implement intelligent search capabilities<\/b><span style=\"font-weight: 400;\"> that understand context and intent, not just keywords<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Create personalized experiences at scale<\/b><span style=\"font-weight: 400;\"> using AI\u2011driven recommendations and targeted content<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Optimize for mobile commerce<\/b><span style=\"font-weight: 400;\"> across all customer touchpoints and journey stages<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Provide rich, detailed product information<\/b><span style=\"font-weight: 400;\"> that answers questions and inspires purchase decisions<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Offer flexible purchase and delivery options<\/b><span style=\"font-weight: 400;\"> to meet diverse customer preferences<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Deploy AI\u2011powered customer support<\/b><span style=\"font-weight: 400;\"> for instant, 24\/7 assistance and guidance<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Measure and optimize CX metrics<\/b><span style=\"font-weight: 400;\"> including NPS, CSAT, and customer lifetime value<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Above all, the experience they build must be <\/span><b>convenient<\/b><span style=\"font-weight: 400;\">, <\/span><b>immersive<\/b><span style=\"font-weight: 400;\">, and <\/span><b>inspiring <\/b><span style=\"font-weight: 400;\">\u2014 an adventure that keeps satisfied customers coming back.<\/span><\/p>\n<h2><b>Create the Best Customer Experience With Bloomreach<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">And the ability to craft meaningful experiences is exactly what Bloomreach offers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bloomreach is the <a href=\"https:\/\/www.bloomreach.com\/en\">agentic platform for personalization<\/a><\/span><span style=\"font-weight: 400;\">, empowering brands to personalize every customer interaction. With a full suite of products that drive true personalization and digital commerce growth, companies have all the tools they need to offer the best possible experience for their customers, from site search and product recommendations to intelligence data insights and<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/blog\/5-best-examples-of-omnichannel-marketing\"><span style=\"font-weight: 400;\"> omnichannel marketing campaigns<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ready to see what Bloomreach can do for your business? Learn how you can personalize the ecommerce customer experience across all of your channels with our powerful\u00a0<\/span><a href=\"https:\/\/www.bloomreach.com\/en\/products\/data-engine\"><span style=\"font-weight: 400;\"> customer data engine<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Creating a great ecommerce customer experience is no longer an added bonus for online stores to offer. It&#8217;s a must to compete in the modern market. Now more than ever, customers value business relationships that anticipate their needs and deliver easy, memorable experiences on their devices of choice. A positive customer experience goes a long [&hellip;]<\/p>\n","protected":false},"author":192,"featured_media":16296,"template":"","ew-regions":[],"ew-solutions":[],"library_type":[513],"library_blog_tag":[362,366,370,365],"industry":[1249,84,86,82],"channel":[],"topic":[283,286,546],"class_list":["post-22552","library","type-library","status-publish","has-post-thumbnail","hentry","library_type-blog","library_blog_tag-ai-and-innovation","library_blog_tag-ecommerce-search","library_blog_tag-headless-commerce","library_blog_tag-marketing-automation","topic-ai","topic-commerce-experience","topic-personalization"],"acf":{"library_blog_banner_content":"","library_blog_banner_cta1_text":"","library_blog_banner_cta1_href":"","library_blog_banner_cta1_new_tab":false,"library_blog_banner_cta2_text":"","library_blog_banner_cta2_href":"","library_blog_banner_cta2_new_tab":false,"library_blog_banner_bg_color":"#EAF7FE","library_blog_banner_cta_text_color":"#FFF","library_blog_banner_cta_bg_color":"#019ACE","library_blog_banner_cta2_text_color":"#000","library_blog_banner_cta2_bg_color":"#FFF","library_blog_chatgpt_content":"","library_blog_chatgpt_cta_href":"","library_blog_chatgpt_cta_text":"Ask ChatGPT"},"_links":{"self":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/library\/22552","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/library"}],"about":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/types\/library"}],"author":[{"embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/users\/192"}],"version-history":[{"count":4,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/library\/22552\/revisions"}],"predecessor-version":[{"id":67332,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/library\/22552\/revisions\/67332"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/media\/16296"}],"wp:attachment":[{"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/media?parent=22552"}],"wp:term":[{"taxonomy":"ew_regions","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/ew-regions?post=22552"},{"taxonomy":"ew_solutions","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/ew-solutions?post=22552"},{"taxonomy":"library_type","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/library_type?post=22552"},{"taxonomy":"library_blog_tag","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/library_blog_tag?post=22552"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/industry?post=22552"},{"taxonomy":"channel","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/channel?post=22552"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/www.bloomreach.com\/en\/wp-json\/wp\/v2\/topic?post=22552"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}