{"id":5204,"date":"2022-02-15T10:09:00","date_gmt":"2022-02-15T09:09:00","guid":{"rendered":"https:\/\/capturly.com\/blog\/?p=5204"},"modified":"2023-09-21T17:20:53","modified_gmt":"2023-09-21T15:20:53","slug":"e-commerce-ux-8-actionable-strategies-to-win-more-sales","status":"publish","type":"post","link":"https:\/\/capturly.com\/blog\/e-commerce-ux-8-actionable-strategies-to-win-more-sales\/","title":{"rendered":"E-commerce UX: 8 Actionable Strategies to Win More Sales"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">From chatbots to augmented reality, there is no denying that e-commerce is continuously changing. Some may be fads, while others can lead to a dramatic shift in the industry.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This includes the reason customers choose to buy from your online store.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sure, affordable pricing is integral in compelling customers to buy your products. But how can you turn this into repeat purchases?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The answer lies in the kind of experience your customers had with your brand. This includes how they deem your brand based on what your website looks like. That&#8217;s because <\/span><a href=\"https:\/\/blogs.adobe.com\/creative\/files\/2015\/12\/Adobe-State-of-Content-Report.pdf\"><span style=\"font-weight: 400;\">3 out of 10 online shoppers<\/span><\/a><span style=\"font-weight: 400;\"> will leave an unattractive e-commerce website.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_53 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/capturly.com\/blog\/e-commerce-ux-8-actionable-strategies-to-win-more-sales\/#Understanding_E-commerce_User_Experience\" title=\"Understanding E-commerce User Experience\">Understanding E-commerce User Experience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/capturly.com\/blog\/e-commerce-ux-8-actionable-strategies-to-win-more-sales\/#8_E-commerce_UX_Best_Practices_You_Need_to_Know\" title=\"8 E-commerce UX Best Practices You Need to Know\">8 E-commerce UX Best Practices You Need to Know<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/capturly.com\/blog\/e-commerce-ux-8-actionable-strategies-to-win-more-sales\/#How_to_Measure_Customer_Satisfaction\" title=\"How to Measure Customer Satisfaction\">How to Measure Customer Satisfaction<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/capturly.com\/blog\/e-commerce-ux-8-actionable-strategies-to-win-more-sales\/#E-commerce_UX_Boosts_Sales\" title=\"E-commerce UX Boosts Sales\">E-commerce UX Boosts Sales<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Understanding_E-commerce_User_Experience\"><\/span><span style=\"font-weight: 400;\">Understanding E-commerce User Experience<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">User experience (UX) refers to how your customers interact with your products or service. In the case of your e-commerce business, a user is your customer. Their experience revolves around interacting with your <\/span><a href=\"https:\/\/redstagfulfillment.com\/start-your-ecommerce-website\/\"><span style=\"font-weight: 400;\">e-commerce site<\/span><\/a><span style=\"font-weight: 400;\">, whether you made it easy for them to purchase.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The ultimate goal of e-commerce UX is to retain your customers&#8217; attention. That way, your customers will stay loyal to your brand and keep on buying from you.<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-large wp-image-5208\" src=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/5785548-1024x683.jpg\" alt=\"UI\/UX design presentation\" width=\"760\" height=\"507\" srcset=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/5785548-1024x683.jpg 1024w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/5785548-300x200.jpg 300w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/5785548-768x512.jpg 768w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/5785548-760x507.jpg 760w\" sizes=\"(max-width: 760px) 100vw, 760px\" \/><\/p>\n<p><a href=\"http:\/\/www.feepik.com\">Source<\/a><\/p>\n<p><span style=\"font-weight: 400;\">Mind you; a poor e-commerce UX is one of the reasons customers abandon their online cart. Meanwhile, you can reap the following benefits when you implement excellent e-commerce UX:<\/span><\/p>\n<h3><b>Improved Usability<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">One of the reasons UX exists is to improve a service&#8217;s usability. In the case of your e-commerce business, that would be your website.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Usability is determined by how easy it is for customers to navigate your online store. This includes searching for and buying your products.<\/span><\/p>\n<h3><b>Enhanced User Engagement<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When your online store is easy to use, your customers will be more engaged. This means that they will keep interacting with your brand by buying your products or connecting with your customer support.<\/span><\/p>\n<h3><b>Foster Trust<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Every year, around <\/span><a href=\"http:\/\/venturebeat.com\/2014\/12\/18\/listen-up-social-listening-proves-critical-for-successfully-launching-new-gadgets\/\"><span style=\"font-weight: 400;\">250,000 products are launched<\/span><\/a><span style=\"font-weight: 400;\"> in the United States. However, at least 85% of them are expected to fail. One of the primary reasons is the lack of perceived credibility.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">UX can make or break how customers think of your brand. When you provide a positive experience, online shoppers will feel that you care about them. Hence, they will trust you more.<\/span><\/p>\n<h3><b>Cultivate Loyalty<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In relation to the previous point, fostering trust makes it easy to turn a one-time purchase into customer loyalty.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why would you want to cultivate customer loyalty? That&#8217;s because <\/span><a href=\"https:\/\/www.semrush.com\/blog\/customer-retention-stats\/\"><span style=\"font-weight: 400;\">selling to an existing customer<\/span><\/a><span style=\"font-weight: 400;\"> is at least 60% easier. The reason is that your customers already know what your products can do.<\/span><\/p>\n<h3><b>Expanded Market Reach<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Those who had a positive customer experience with your e-commerce business are likely to recommend you to their family and friends. This is what happens when you can turn customers into ambassadors. As such, it is an excellent way of expanding your market reach.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"8_E-commerce_UX_Best_Practices_You_Need_to_Know\"><\/span><span style=\"font-weight: 400;\">8 E-commerce UX Best Practices You Need to Know<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Now that we have the definition and importance of e-commerce UX covered, it is time to discover best practices to apply to your online store.<br \/>\n<\/span><\/p>\n<h3><b>Make it Seamless and Convenient<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The key to an effective e-commerce UX is to provide a seamless experience. It is a good thing that doing is not a complicated matter.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What you need is to step back and look at the bigger picture. Why do you want to improve your online store&#8217;s user experience?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, you have a physical store. Your UX goal should be to provide a consistent experience with your online and offline customers. If you are committed to educating your e-commerce customers about your products and services, you ought to do the same to your offline buyers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your goal is to boost your online sales, you need to simplify the purchasing process. This could mean providing various payment options and allowing guest checkout.<\/span><\/p>\n<h3><b>Simplify Your Navigation Menu<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Another way to provide a seamless user experience is to simplify your online store&#8217;s navigation menu.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By &#8220;simplifying menu,&#8221; we mean reducing the number of menus you have on the navigation bar. Keeping it as straightforward as possible prevents customers from getting confused about where to find your &#8220;store&#8221; or &#8220;blog.&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another way to simplify your e-commerce website&#8217;s menu is to reduce the number of clicks needed for customers to find your products.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There is what we call the &#8220;three-click rule&#8221; in the digital marketing world. This means that customers should not take more than three clicks from your homepage to reach their desired page. If you sell apparel&#8217;s online, here&#8217;s what it should look like:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Home &gt; Women&#8217;s Clothing (1) &gt; Tops (2) &gt; Product (3)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This explains why it is vital to simplify your product categories, too. It is also recommended to have a search function on the navigation menu whether you have a vast inventory or not.<\/span><\/p>\n<h3><b>Improve Page Load Speed<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.thinkwithgoogle.com\/marketing-strategies\/app-and-mobile\/mobile-page-speed-new-industry-benchmarks\/\"><span style=\"font-weight: 400;\">Think With Google<\/span><\/a><span style=\"font-weight: 400;\">, your website&#8217;s bounce rate will likely increase to 32% for every second of delay in page load speed. It is further stated that a website should not take more than three seconds to load.<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-large wp-image-5210\" src=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/NA_SEP._16-1024x683.jpg\" alt=\"load speed\" width=\"760\" height=\"507\" srcset=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/NA_SEP._16-1024x683.jpg 1024w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/NA_SEP._16-300x200.jpg 300w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/NA_SEP._16-768x512.jpg 768w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/NA_SEP._16-760x507.jpg 760w\" sizes=\"(max-width: 760px) 100vw, 760px\" \/><\/p>\n<p><a href=\"http:\/\/www.freepik.com\">source<\/a><\/p>\n<p><span style=\"font-weight: 400;\">This means that for every second that it takes your online store to load, 3 out of 10 of your website visitors will likely leave.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why is this problematic? For one, customers come to e-commerce for convenience. If your website takes more than three seconds to load, you are doing them a disservice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Second, a slow page load time can lead to higher bounce rates. This affects your e-commerce site&#8217;s search engine ranking. That said, follow these quicks tips to make your online shop load faster:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use a fast web host<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Implement Content Delivery Network (CDN)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Compress your files<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduce your HTTP requests<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Streamline and minify your codes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Optimize your multimedia content<\/span><\/li>\n<\/ul>\n<h3><b>Keep Your Content Updated and Accurate<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Aside from the price, your customers also read the product details. That way, they would know if the items you sell can cater to their needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hence, you must keep your content updated and accurate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For one, your product details should reflect the product you are selling. This includes the size, color, features, and how it can benefit your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Second, you need to indicate whether an item is still in stock or not. Doing so allows you to manage customers&#8217; expectations. After all, clicking &#8220;Add to Cart&#8221; only to find out that a product is unavailable would be a bummer.<\/span><\/p>\n<h3><b>Leverage Multimedia Content<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Aside from ensuring accurate content, you can enhance customer experience by using multimedia content. These are images and videos that showcase how your products are best used.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you sell clothes online, that means posting product images of people wearing your products. If you are selling an air fryer, you can include a video of someone cooking chicken nuggets using your product.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can also use multimedia content to showcase the benefits of your products. Sure, it is easy to write that your air fryer reduces your intake of unhealthy oil, which is common when consuming fried foods. But wouldn&#8217;t it be better to show why customers do not need cooking oil when air frying your chicken nuggets?<\/span><\/p>\n<h3><b>Proactively Ask for Feedback<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">On average, customers require at least 40 online reviews to believe an online store&#8217;s star rating. The problem is that only <\/span><a href=\"https:\/\/outcry.io\/2019\/08\/05\/customer-feedback-statistics\/\"><span style=\"font-weight: 400;\">one in every ten customers<\/span><\/a><span style=\"font-weight: 400;\"> leaves feedback.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Thus, it is always essential to collect product reviews from customers. Here&#8217;s why:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">allows you to gather insight into improving your products and services<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">lets you measure customer satisfaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">enables you to showcase that you value your customers&#8217; opinions<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">That said, follow these quick tips to collect product reviews:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">if you have a mobile app, enable push notifications to remind your customers to review your products<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">send a survey through email or social media<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">leverage your customers&#8217; social media posts<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">incentivize customers who leave feedback<\/span><\/li>\n<\/ul>\n<h3><b>Embrace Minimalism<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">This is something you may not often hear of in e-commerce, more so in relation to UX design. Nonetheless, there are brands such as <\/span><a href=\"https:\/\/www.glossier.com\/\"><span style=\"font-weight: 400;\">Glossier<\/span><\/a><span style=\"font-weight: 400;\"> that take this approach.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Minimalism is not about making your website bare. Instead, it is about focusing on the essential online store features.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This means being consistent with your aesthetics like typography and multimedia content.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It can also help if you implement &#8220;quick view&#8221; features. That way, customers can view other product images without clicking through the product page.<\/span><\/p>\n<h3><b>Don&#8217;t Forget About Customer Service<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Here&#8217;s the thing: User experience goes beyond sales. As such, you should not forget that customer service is part of the e-commerce customer experience, too.<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-5211 size-large\" src=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/need-help-g3cf01c1a4_1920-1024x1024.png\" alt=\"customer service\" width=\"760\" height=\"760\" srcset=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/need-help-g3cf01c1a4_1920-1024x1024.png 1024w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/need-help-g3cf01c1a4_1920-150x150.png 150w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/need-help-g3cf01c1a4_1920-300x300.png 300w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/need-help-g3cf01c1a4_1920-768x768.png 768w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/need-help-g3cf01c1a4_1920.png 1920w\" sizes=\"(max-width: 760px) 100vw, 760px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">According to Brittany Hodak, there are <\/span><a href=\"https:\/\/brittanyhodak.com\/the-3-important-qualities-of-customer-service\/#the-three-ps-of-high-quality-customer-service\"><span style=\"font-weight: 400;\">three crucial qualities of customers service<\/span><\/a><span style=\"font-weight: 400;\">:<\/span><\/p>\n<p><b>Professionalism<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Professionalism is often the first thing that customers look into with customer service. Sure, staying calm and collected when interacting with an angry customer is easier said than done. However, that should not stop you from being professional.<\/span><\/p>\n<p><b>Patience<\/b><\/p>\n<p><span style=\"font-weight: 400;\">The secret to being professional in customer service is to be patient. That&#8217;s because without patience, your customer interaction can go haywire.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Imagine shouting back to a frustrated customer. How do you think that would reflect on your e-commerce business?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nonetheless, the secret to cultivating patience is practicing self-care. As a business owner, ensure that you provide self-care resources to your customer support team. This includes additional vacation leaves, a flexible work setup, and mental health care provisions.<\/span><\/p>\n<p><b>People-first Attitude<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Humanity is one of the most significant factors of high-quality customer service. This includes empathy, fostering meaningful relationships with customers, and providing a personalized experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The reason you started an online business is to generate revenue. But keep in mind that you can only make this happen when you cultivate a connection with your buyers.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_to_Measure_Customer_Satisfaction\"><\/span><span style=\"font-weight: 400;\">How to Measure Customer Satisfaction<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Knowing how you can improve your e-commerce user experience is one thing. However, tracking whether your efforts are paying off is another.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That said, it is essential to know how you can measure customer satisfaction and the metrics you should look at.<\/span><\/p>\n<h3><b>Importance of Measuring Customer Satisfaction<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In a nutshell, customer satisfaction is whether your product or service and experience exceed a buyer&#8217;s expectations. If you can see that your customers are happy, you know that you are doing good.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Mind you, <\/span><a href=\"https:\/\/www.globalwebindex.com\/hubfs\/Downloads\/Brand_Discovery-2019.pdf\"><span style=\"font-weight: 400;\">4 out of 10 customers<\/span><\/a><span style=\"font-weight: 400;\"> leave a review. However, not all feedback is positive. It is also essential to discern whether a product review is legit and how you can use it to improve your e-commerce business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is where knowing what KPIs to measure can be helpful:<\/span><\/p>\n<h4><b>Customer Retention Rate<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">You do not necessarily have to conduct a survey to measure customer satisfaction. One metric to look at is your customer retention rate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How many of your customers came back to buy again?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The fact that they came back to buy from you means that they love what you offer. It also tells you that your customers are pleased with the process of purchasing from your online store.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can calculate your customer retention rate on a weekly, monthly, or annual basis using this formula:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CRR = ([CE &#8211; CN] \/ CS) * 100<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CE is the total number of customers you have within a period. CN is the number of new customers you acquired within a period.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CS is the number of your existing customers at the start of that period.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Say, you had 1,000 customers before January began. You acquired 300 new customers during that month, which means you now have 1,200 customers. Using the formula above, this means your CRR is 90%.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CRR = ([1,200 &#8211; 300]) \/ 1,000) * 100 = 90%<\/span><\/p>\n<h4><b>Churn Rate<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">On the flip side of customer retention is the churn rate. It deals with how many customers you lose within a period. You can calculate it using this formula:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Churn Rate = ([CS &#8211; CN] \/ CS) * 100<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CS is the number of your existing customers at the start of the period. CN is the number of customers left by the end of the period.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Say, you had 1,000 customers before January began, and you lost 300 customers during that month. Using the formula above, your churn rate is 30%.<\/span><\/p>\n<h4><b>Customer Satisfaction Score<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">CSAT measures how pleased your customers are with your products and services at the moment. This is the common method used to measure customer sentiment.<\/span><\/p>\n<figure id=\"attachment_5212\" aria-describedby=\"caption-attachment-5212\" style=\"width: 760px\" class=\"wp-caption alignnone\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-5212 size-large\" src=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/Businessman-pulling-speedometer-from-poor-to-good-performance-1024x683.jpg\" alt=\"Customer satisfaction score\" width=\"760\" height=\"507\" srcset=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/Businessman-pulling-speedometer-from-poor-to-good-performance-1024x683.jpg 1024w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/Businessman-pulling-speedometer-from-poor-to-good-performance-300x200.jpg 300w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/Businessman-pulling-speedometer-from-poor-to-good-performance-768x512.jpg 768w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/Businessman-pulling-speedometer-from-poor-to-good-performance-760x507.jpg 760w\" sizes=\"(max-width: 760px) 100vw, 760px\" \/><figcaption id=\"caption-attachment-5212\" class=\"wp-caption-text\"><a href=\"http:\/\/www.freepik.com\">Source<\/a><\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">To generate CSAT, you can conduct a survey wherein customers can indicate their satisfaction on a scale of 1 &#8211; 3. Another example is using &#8220;poor, satisfactory, or excellent.&#8221;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can calculate your score using this formula:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CSAT = (Sum of all responses \/ Number of all respondents) * 100<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Say, 100 customers responded to your survey, and 60 of them said they had a &#8220;satisfactory&#8221; experience. That means 60% of your customers are satisfied with their e-commerce experience.<\/span><\/p>\n<h4><b>Customer Effort Score<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">CES indicates customer loyalty. It works the same as CSAT, although the focus is on the ease of transaction. This answers the question:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How easy was it to search for our products?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Do you find the checkout process straightforward?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are our customers able to solve your issue without hassle?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Measuring CES is vital in knowing whether your customers are happy making transactions with your business. Because if they do, that means they are likely to become repeat customers.<\/span><\/p>\n<h4><b>Net Promoter Score<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">If CES is for customer loyalty, NPS is for monitoring potential brand advocates. Instead of measuring how customers are satisfied with your products and their experience, it deals with how likely they will recommend your products.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why is this important to measure? Because customers are more likely to believe recommendations from family and friends. This means you only need to nudge your customers a little before they move further down the funnel.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Simply put, word-of-mouth marketing is a free and organic marketing tactic that you should leverage.<\/span><\/p>\n<h4><b>SERVQUAL<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">SERVQUAL is a combination of service and quality. This is often used to measure the quality of customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can evaluate your SERVQUAL by collecting data on RATER qualities:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Reliability. <\/b><span style=\"font-weight: 400;\">Being able to deliver a promised service consistently.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Assurance. <\/b><span style=\"font-weight: 400;\">The ability of your customer service team to foster trust.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Tangibles.<\/b><span style=\"font-weight: 400;\"> Deals with how your e-commerce site looks.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Empathy. <\/b><span style=\"font-weight: 400;\">The extent of how your people give attention to your customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Responsiveness.<\/b><span style=\"font-weight: 400;\"> How fast can your team offer a service?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It can be as straightforward as responding to a customer query and immediately making product recommendations. Nonetheless, SERVQUAL helps you measure the difference between the kind of service you provide and what your customers expect.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"E-commerce_UX_Boosts_Sales\"><\/span><span style=\"font-weight: 400;\">E-commerce UX Boosts Sales<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Ultimately, you want to enhance your e-commerce site&#8217;s user experience to boost your sales. This is made possible through the following:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Encouraging existing customers to buy more from you.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Compelling your existing customers to recommend your brand to their network.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Making it easy for customers to purchase your products.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-5213 size-large\" src=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/chart-g45304824e_1280-1024x634.png\" alt=\"Boost ecommerce sales\" width=\"760\" height=\"471\" srcset=\"https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/chart-g45304824e_1280-1024x634.png 1024w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/chart-g45304824e_1280-300x186.png 300w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/chart-g45304824e_1280-768x475.png 768w, https:\/\/capturly.com\/blog\/wp-content\/uploads\/2022\/02\/chart-g45304824e_1280.png 1280w\" sizes=\"(max-width: 760px) 100vw, 760px\" \/><\/p>\n<p><a href=\"http:\/\/www.freepik.com\">Source<\/a><\/p>\n<p><span style=\"font-weight: 400;\">Simply put, e-commerce UX does not mean you have to do something grand on your online store. Instead, it is all about simplifying the entire purchasing process.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That way, you can easily direct your customers to take your desired action, and that is to buy your products.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nonetheless, you will never know whether your efforts are working if you do not know how to measure them. Hence, it is also essential to learn how to measure customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That&#8217;s because customer satisfaction reflects the e-commerce experience you provide to your buyers.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>From chatbots to augmented reality, there is no denying that e-commerce is continuously changing. Some may be fads, while others can lead to a dramatic shift in the industry. This includes the reason customers choose to buy from your online store. Sure, affordable pricing is integral in compelling customers to buy your products. But how<\/p>\n","protected":false},"author":28,"featured_media":5215,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,6],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.13 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>E-commerce UX: 8 Actionable Strategies to Win More Sales - Capturly Blog<\/title>\n<meta name=\"description\" content=\"The ultimate goal of UX is to retain your customers&#039; attention. 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