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How to improve the customer shopping experience
Learning how to improve the customer shopping experience every year is a matter of survival in the market. According to Zendesk’s 2023 CX Trends Report , 6 out of 10 people have higher service standards when interacting with companies.
The study also reveals that consumers are willing to reward an excellent experience. In fact, more than 70% of people surveyed say they would spend more with companies that commit to providing them with a personalized, empathetic and, above all, hassle-free journey .
However, for those who see the shopping experience and customer service as secondary things, the horizon is not so bright. Faced with a negative interaction or an unmet hr directors database expectation, more than half of customers would leave for the competition.
To help you adopt best practices and be successful, we have prepared this article where you will learn:
What is the shopping experience?
What to consider to improve the shopping experience?
How to improve customer shopping experience in 2023?
Example of how to improve the shopping experience in a supermarket
Example of how to improve customer service in an online store
Forward!
What is the shopping experience?
The concept of shopping experience refers to the stages a person goes through from discovering your product or service to post-sale . Also known as the customer journey or trip , it aims to map the needs, expectations and preferences at each moment until conversion.
What is the shopping experience according to the classic model? A path that begins with the recognition of a need and continues with the search for information to satisfy it. Then, the person evaluates the alternatives and makes a decision about whether or not to buy a product/service. Finally, they give their opinion on the experience they have had.