Customer Journey in E-commerce map: The Data behind consumer Experience or Psychology
Experiences are important in every person’s life. If an individual had a good experience with a company it is more likely that they will trust them again in the future and will rely on them to do any task. Same is the case with any online shopping website. Shopify makes sure that that trust is maintained. As at the end all customers really care about is the journey, the experience, and its output. And that can be represented through data.
Manage customer Journey, Not life cycles:
According to Kerry Muno, Vise President of E-commerce, it is all about making sure that the customers get the right product at the right time. It is also important to make sure that the product is available on the website. He also made it very clear that if the customers need any help regarding any issue they can contact them through any medium whether it is a call or an online chat they will be there to help their customers.
Mapping the Customer Journey:
Mapping the customer journey helps to understand the stages a customer goes through to get its final output, whether it is related to a product, and online buying experience or a service. The drawback is that the more points you have on the diagram the more complicated it is. But then again it does help us to understand consumer psychology.
From Persona’s to Customer Journey Map Through Data:
Before building a journey map it is advised to make a customer persona, which can be made in three simple steps:
Step 1. Monitor Your Behavior Flow Report to See How Customers Move On Your Site.
Step 2. Analyze the Top Conversion Path Report to See What Platforms People Use at Each Stage.
Step 3. Mold your Funnel (i.e., Customer Journey) to the Needs of your Visitors.