E-commerce and Multichannel Retailers
No matter how big you are, if you have an ecommerce site, part of what you are selling is a 'customer experience.' You are creating an experience with a start, a middle, and an end...preferably an end that is reached by a happy customer who has just completed a purchase.
End-to-end customer experience includes every touch point between your customers and your brand. I like to think of this relationship as an ongoing conversation. Multichannel retailers face the challenge of creating an effective and consistent conversation across multiple mediums. Focusing on the customers' point of view is the only way to create an effective conversation, no matter where or how that conversation is being held.
It's challenging to create a great customer experience, but there are tools and techniques that can help you and everyone on your design and development teams understand and focus on the needs of your customers.
Services for e-commerce and multichannel retailers include:
- Creation of ad-hoc or data driven personas to transform your raw data into customer experience insights and ideas.
- Quick reviews of parts of your sites, like checkout pipelines or ideas for new homepage designs.
- Complete reviews to evaluate your site based on e-commerce heuristics and conversion principles. My specialty is going beyond identifying problems and coming up with creative solutions.
- Evaluation of external service providers based on your business needs, including consulting on platform issues.
- Competitive analysis.
- Customer-centered multichannel strategy development.
By the way…
Notice that the business 'types' aren't completely standard descriptions of types of businesses (like small, medium, and large businesses). This is because business size isn't really a 'difference that makes a difference' between my customers. The similarities and differences between the ways they think about themselves, their current needs, and their goals are more interesting.