eCommerce Customer Journey: Understand It & Improve It

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There’s no doubt that getting orders is critical!

Without them, your eCommerce store won’t survive or earn you any money. However, most people struggle to get new orders profitably. But why is it like so? Well, that’s because most people don’t understand what an eCommerce customer journey is.

In this article, we’ll give you the definition and how you can improve yours to start seeing more profits. If that sounds interesting, then keep on reading.


What is the eCommerce Customer Journey? 

First, let’s define what the eCommerce Customer Journey is. Simply put, it’s the process your customer goes through with your website. It starts from learning about your brand to purchasing from you and further:

  1. Reach: where your customer learns about your brand. Your potential customer knows about your existence and what you sell.
  2. Engage: where your customer goes from a visitor into a fan of your brand. You need to get your potential customers interested in your products and make them want to buy them from you.
  3. Convert: where you turn your potential customer into a real one. You’re looking to help your fan become a customer by completing their first sale.
  4. Nurture: After the sale, you need to nurture your new customer so they’ll become loyal to you and buy from you again.


4 Tips for Improving Your Customer Journey


Now that we’ve learned what the customer journey is, it’s time to understand how you can improve your customer journey, so your online store becomes more profitable! However, before we get into the tips, we need to tell you one thing.

There is no right or wrong way to improve your customer journey. That’s because each store does it differently. For example, a brick-and-mortar store does it differently from an .

However, these four tips should help all of you, no matter your niche:

#1 – Use the Power of Video Marketing

While producing videos takes hours, you shouldn’t underestimate the marketing tactic. That’s because the benefits outweigh the cons.

73% of consumers are more likely to buy a service or product when they see a video of it. That’s because people trust videos more than images. If they can see the product in action, it’s more convincing than seeing a picture of it. That’s because it’s easier to fake an image than to simulate a video.

Thus, be sure to add video marketing to your marketing plan!

#2 – Create Social Media Reach Ads

Most people will probably choose traffic or conversion campaigns when it comes to social media ads. That’s because these seem to help them the most. However, that doesn’t mean you should ignore reach ads completely.

These ads are the best way to reach your audience. With them, you can reach the biggest audience possible for the lowest price. When you create ads, add a CTA such as liking the post or following you. That helps you engage with your audience after the ad!

#3 – Improve Your Online Store Experience

While content marketing and advertising are great ways of boosting your customer journey, you shouldn’t ignore your online store. That’s because there lies a huge part of customer retention.

In the book, Thinking, Fast and Slow, you learn how the brain makes decisions! And in it, you find out that the unconscious part of our mind influences many decisions. And we can take advantage of that.

That’s because people tend to choose the easiest route. So when you’ve got the easiest-to-use website, people tend to buy from you rather than the competition. So make sure that you:

  • Make sure your store loads fast.
  • The navigation is simple to use.
  • And that the fulfillment part is as easy as possible.

#4 – Keep Engaging With Your Customers After Initial Purchase

Before you fulfill the order, keep engaging with your customers even after they have purchased.

You need them to keep coming back and buying more products from you! Selling to them is easier than to a stranger. So how could you keep them engaged after the sale? Well, there are a lot of things you can do:

  • Ask for Feedback, and implement changes based on that.
  • Give your customers exclusive deals and coupon codes.
  • Ask for reviews.
  • And more!


(Contributed by Andreas Ojala & Hermes Fang)


August 16, 2022 |

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