Ecommerce Customer Experience - How To Make it or Break It

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  • Ecommerce Experience: Delivery Speed Makes or Breaks Experience

    Known as a pioneer in the delivery space, ecommerce powerhouse Amazon has transformed the standards for logistics when it comes to the customer experience. It’s had such an impact that shoppers now expect almost immediate delivery after they click “buy now.”

    “Amazon is at the core of this burgeoning delivery economy,” said Andy Grygiel, CMO of visibility solutions provider project44. “Where logistics was once and only a cost center, Amazon has turned it into a competitive advantage. For example, a friend of mine told me this situation where his daughter was home from college and she ordered something online with the expectation that it would arrive in 24 to 48 hours. But when she found out it wasn’t going to be delivered in that time, she canceled the order and went somewhere else. That timely delivery is really important.”

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    This article was published in eMarketer.

    Read the full article here.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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