BFCM (Black Friday Cyber Monday) is nearly here, and for many D2C eCommerce brands, the big focus is the acquisition, but experience and shipping are just as critical. They play a significant role in providing memorable CX journeys Pre and Post Purchase that encourage sales and loyalty.
Many brands fall short in nailing the CX journey for BFCM. As a result, most shoppers acquired during the season have a short CLV (customer lifetime value). But it doesn’t have to be that way. Brands that can ensure top-quality customer experiences, including shipping experience, will enhance the CX journey, increase acquisition and retention.
The CX journey encompasses all the stages of a customer’s experience with your business – from the awareness to purchase and post-purchase. Providing a clear, smooth experience that consumers will love involves eliminating friction from every step.
Consumers develop opinions about brands based on the sum of all interactions. They want seamless, easy-to-navigate, and frictionless experiences throughout. Customers expect the same level of personal engagement and service they receive from highly successful eCommerce brands like Amazon.
If you get the CX journey right, many more consumers will discover your brand and purchase products.
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Customer Success Manager
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