Delighting your customers in the holiday season
Whether it’s Black Friday, Cyber Monday, Christmas shopping or the January sales, this time of year is amongst the busiest for retailers.
The pressure is therefore on for eCommerce brands to provide a consistently excellent experience to their customers. Increased visitor traffic can put pressure on the ability to deliver this – so it is more important than ever to understand the customer experience and identify issues affecting your customer journeys before they have a major impact on revenue.
Session replay technologies can help brands uncover this information but, realistically, with the hundreds and thousands of journeys captured every day, it is pretty unachievable to replay a large volume of customer journeys to identity issues.
A more intelligent approach is needed. I’ve provided some top tips to stay on top of the customer experience during the busy periods:
- Implement Customer Experience Analytics with Flagged Events
- Score the Customer Experience
- Actionable conversion funnels
- Understand the Impact
If you are not currently taking a proactive approach to managing your online customer experience, don’t worry, you’re not alone. 71% of organizations believe lack of investment in this area is having an impact on their ability to grow, according to our recent research study, Counting the Cost of not Knowing. The good news is that the technology is available now to address this – so it is a great time to start your planning for the holiday season in 2016!
Darren Ward, Director of Product Marketing, UserReplay