Now more than ever, the quality of your customer experience is just as important as the quality of your product or service. But before we dive into why and how it can be such a game-changer for your e-commerce business, we first have to clarify what we mean by “customer experience”. In broad terms, it refers to a multitude of details that come together to inform your customer’s perception of your business. These details can range from everything from the tone of your language to the quality of your packaging, and the ease of your user interface to the conduct of your staff.
It stands to reason then, that the more your customer feels as though they are seen as a person, and less as a number, then the likelier it is they will want to keep doing business with you. So how can you convey empathy to your customers?