For all the focus on the customer journey, many marketers still make one fatal mistake—they forget about the checkout and post-purchase experience. But that can mean the difference between a one-time sale and long-term customer value and loyalty.
A new guidebook from commerce experts Blue Acorn iCi—“The Complete Customer Experience Report: What Every Brand Needs to Know to Create an Unforgettable, Personalized Customer Experience” —points out what parts of the journey marketers need to pay attention to. With findings from real research-to-returns experiences and brand case studies, the report gets to the root of what every successful experience must have.
Check out “The Complete Customer Experience Report: What Every Brand Needs to Know to Create an Unforgettable, Personalized Customer Experience.”
Key insights include:
- Does your experience extend to the moment the product arrives? Consumers’ number one unboxing frustration is excessive packaging. Be sure to match box size to the actual item.
- Only 25% of the brands studied by Blue Acorn iCi had a live chat or chatbot on the checkout page. This is a missed opportunity for communication with the consumer.
- Almost half (48%) of consumers have left a brand’s site and made a purchase from a competitor due to a poorly personalized experience.
Download the report today to learn how to optimize your customer experience from end to end.
