BFCM (Black Friday Cyber Monday) 🎁 is nearly here, and for many D2C eCommerce brands 🛍️, the big focus is the acquisition, but experience and shipping 🚚 are just as critical. They play a significant role in providing memorable CX journeys Pre and Post Purchase that encourage sales and loyalty ⭐⭐⭐.
Many brands fall short in nailing the CX journey for BFCM. As a result, most shoppers acquired during the season have a short CLV (customer lifetime value) 📉. But it doesn’t have to be that way. Brands that can ensure top-quality customer experiences, including shipping experience, will enhance the CX journey 👩, increase acquisition and retention 🎯.
Improving the CX journey Pre & Post Purchase
The CX journey encompasses all the stages of a customer’s experience with your business – from the awareness to purchase and post-purchase 🛒. Providing a clear, smooth experience that consumers will love involves eliminating friction from every step 👣.
Consumers develop opinions about brands based on the sum of all interactions. They want seamless, easy-to-navigate, and frictionless experiences throughout ⚙️. Customers expect the same level of personal engagement and service they receive from highly successful eCommerce brands like Amazon 🥇.
What you’ll get from the event:
💁 Learn how to provide excellent CX journeys during BFCM and beyond.
💡Discover key actions you can take to offer the best shipping and return experiences, including helping shoppers make purchase decisions.
📈 Uncover untapped opportunities that can skyrocket your BFCM sales
If you get the CX journey right, many more consumers will discover your brand and purchase products.