Page 22 - How Top Merchants Create the Best Customer Experience

infographic
CUSTOMER EXPERIENCES

PLAY A CRITICAL ROLE IN

CUSTOMER EXPERIENCES PLAY A

DRIVING CONVERSION
CRITICAL ROLE IN DRIVING CONVERSION

By Lauren Freedman
By Lauren Freedman

No matter the time of year, there is always work Our Digital Commerce 360 2022 research finds
to be done on the customer experience. Once
that retailers realize there is a gap between
No matter the time of year, there is always work to Our Digital Commerce January 2022 research
where their current consumer experience stands
online retailers master the basics, they should
be done on the customer experience. Once online finds that retailers realize there is a gap on where
focus on creating the best online shopping expe-
and where it needs to head. Online shoppers
retailers master the basics, they should turn their their current consumer experience stands and
rience, including superior web design, tactical
share the tactics and customer service that
attention to creating the best online shopping where it needs to head. Online shoppers share the
pushes them to place an order.
excellence and top-notch customer service.
experience including superior web design, tactical tactics and customer service that pushes them to
excellence and top-notch customer service. place an order.

Retailers RETAILER INSIGHTS

strive to close On a scale of 1 to 10 where 10 is the optimal user experience,

the gap on their what number would you assign to your current user
experience and a goal you hope to achieve in 2022?
user experience

 Current user experience  2022 user experience goal

2% 2% 2%
14% 21% 39% 13% 7%

0% 0%
POOR UX 1 2 3 4 5 6 7 8 9 10 OPTIMAL UX
0% 0% 0%

14% 23% 48%
Source: Digital Commerce 360 survey, 2% 2% 4% 7%
56 retailers, January 2022

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