How to Improve eCommerce Customer Experience and Boost Retention

Picture this: You’re browsing online for a new pair of shoes. You find a store that stands out to you, and as you’re shopping, you notice that the products shown to you match your tastes exactly. Not only that, but the website’s design appeals to you, and the product descriptions offer all the information you need to make a confident purchase. With online competition at an all-time high, this scenario is what you want for your customers. The better their experience, the more likely they are to make a purchase and even return to buy more. But how can you create an enjoyable shopping experience that improves the eCommerce customer experience?

In this article, we'll answer that question and offer valuable insights to help you create a seamless, personalized, and enjoyable eCommerce experience that increases customer satisfaction, drives repeat purchases, and builds long-term brand loyalty. Ground's eCommerce personalization platform is a valuable tool to help you achieve these goals. With our solution, you can create a more tailored online shopping experience that delights your customers and boosts your sales.

Table of Contents

• What is Ecommerce Customer Experience?

• How to Improve eCommerce Customer Experience

• How to Measure Overall Customer Experience

• Book a Call for a Free Action Plan | Get an ROI Guarantee or Your Money Back

What is Ecommerce Customer Experience?

eCommerce customer experience (CX) is the overall perception a customer has of a brand based on every interaction, from browsing a website to post-purchase support. 

It’s shaped by:

• Site usability

• Product discovery

• Payment process

• Delivery

• Customer service

CX isn’t just about customer service. It encompasses the entire digital shopping journey and influences loyalty and conversions.  eCommerce CX includes every interaction that a customer has with your brand online, whether it’s viewing a digital ad, making a purchase, or contacting online support. Before you decide how to create or improve your customer experience, it’s essential to realize that the customer journey isn’t linear. Shoppers engage across many touchpoints before they decide to buy. Successful brands stay memorable by connecting with customers and using data to enhance every step of the process.  

The Pre-Purchase Experience Sets the Stage for a Relationship 

The pre-purchase stage sets the tone for a customer's relationship with your brand. Ads, product pages, and personalized recommendations help engage and inform. For example, a retail brand might enhance its online pre-purchase experience with virtual try-on technology. By allowing customers to see how apparel fits or what a lipstick shade looks like on their skin tone, shoppers can make more confident decisions without physically interacting with products in a brick-and-mortar store.   

A Seamless Purchasing Process Keeps Customers Happy  

The buying process should feel seamless. Customers should be able to easily navigate through all the steps between browsing to checkout. Secure payment options, guest checkout, and clear progress indicators help reduce friction. Consider offering convenient options like one-click checkout, which enables shoppers to finalize their purchase instantly. This helps reduce abandoned carts by making the transaction quick and effortless.  

The Post-Purchase Experience Is Key to Building Loyalty  

This phase is key to building loyalty. Timely order updates and personalized thank-you notes keep customers engaged beyond the sale. After purchasing a skincare product, a brand might send a customized thank-you email with a tracking link and tips for best results, along with a reminder to replenish in 90 days. Thoughtful and well-timed communication can turn a single purchase into a longer relationship.  

Ongoing Relationship Building Keeps Customers Coming Back  

To build lasting relationships, brands need more than promos. Personalized follow-ups, loyalty programs, and community memberships keep customers connected and excited about future interactions. For example, a brand could create a VIP loyalty program where customers earn points for every purchase, gain access to exclusive products, or enjoy early sales. This helps build excitement and keeps customers engaged with your brand.  

Why is Customer Experience Important in eCommerce?  

Your customers are the heart of your business. Without them, your brand wouldn’t exist. An intense experience not only earns loyalty but turns shoppers into advocates for your brand. Our research shows that 80% of customers say the experience a company provides is as necessary as its products and services. As customer expectations evolve with every passing year, experiences have become a number one priority for brands. By focusing on eCommerce CX, you can:  

• Build emotional connections: Memorable experiences make customers feel valued.  

• Boost loyalty: Happy customers stick around, reducing the need for constant acquisition.  

• Inspire brand advocacy: Satisfied customers recommend you to others.  

• Strengthen your reputation: Consistent CX helps shape a positive brand image.  

• Increase sales: When customers trust your brand, they buy more frequently.  

• Stand out from competitors: A great CX sets you apart in a crowded market.  

• Reduce churn: Loyal customers are less likely to leave. Plus, returning customers spend 67% more than new customers.  

• Improve conversions: A smooth journey keeps customers engaged.  

• Meet expectations: Knowing what your customers want allows you to exceed their needs.  

eCommerce Customer Experience vs. User Experience  

While eCommerce CX and UX are closely related, each serves a different purpose. Customer experience covers all customer interactions with your brand from social media to emails and post-purchase support. The goal is to create meaningful experiences at every touchpoint. 

Examples of eCommerce CX include:  

• Personalized recommendations  

• Engaging social media interactions  

• Thoughtful post-purchase communications  

• A prompt support with live-chat assistance, detailed FAQ, and self-service

User experience centers on the design and usability of your website or app, and all of the features and functionality that make the experience intuitive and easy. 

Examples of UX include:  

• Clear navigation menus  

• Streamlined checkout processes  

• Mobile-friendly layouts  

• Seamless functionality through error-free forms, fast loading times  

• Accessible content involving alt text for images, accurate images, and product descriptions  

While CX shapes how customers feel about your brand, UX ensures each interaction is smooth and functional.   

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You're testing ads, influencers, email... and barely growing your DTC. What if, in 5 minutes and 1 line of code, you could add 20% growth instead? Ground AI is the leading AI revenue driver, helping brands grow impossibly fast with our eCommerce personalization platform. Brands using Ground grow, on average, 20% more a year. That’s $200K in extra revenue if you’re making $1M today! With Ground, you can automatically acquire more first-time customers, ensure you're converting as many bounced sales, and increase repeat purchase revenue (more cross-selling, replenishment, and subscriptions). Book a call for a free action plan and get an ROI guarantee or your money back.

Related Reading

• eCommerce Personalization Examples
• Personalized Shopping Experience
• Best eCommerce Tools

How to Improve eCommerce Customer Experience

1. Create a Seamless UX  

A smooth UX helps customers navigate your site easily and complete purchases with little effort. Key elements include intuitive site design, quick load times, and convenient payment options. 30% of consumers say an easy digital experience is essential in deciding whether to buy again. Also, 85% of customers avoid brands after one frustrating payment experience.

2. Build Outstanding Product Pages  

Replicate an in-store experience by offering interactive features such as virtual try-ons, and product videos that showcase all item options. Detailed descriptions and real customer reviews foster trust and help customers visualize the product in their own lives. These product page features give buyers more confidence before they make a purchase.

3. Prioritize Cohesive Omni-Channel Sales  

Having multiple channels to interact with customers has undoubtedly become a standard for today's businesses. In fact, customers who interact with your company through more than one touchpoint (social media platform, website, or physical store) are more likely to convert and become loyal consumers of your brand. But what is an omnichannel experience? An omnichannel customer experience means that a buyer can interact with your business through multiple channels. 

Here's a brief example: 

Let's use the clothing retail store as an example. A potential buyer is scrolling through their Facebook feed when they suddenly come across an ad about cute “T-shirts” with the “Batman” logo. Once they press on the link, they will be taken directly to the store's Facebook page, where they will be able to find out a bit more about the specific T-Shirt they're looking at and read a couple of reviews. After that, they click on the store's website link and start filling in all the information to make the purchase. Unfortunately, they discover that their size option isn't in stock. So, the next thing they do is click on the live chat widget to contact the brand and to ask an agent when the size will be back on sale again. After a few seconds, the agent informs them that the size is actually back in stock in the customer's nearest store. The agent then reserves the T-shirt for the customer in the store and, the next day, the consumer goes to the store and picks it up. 

Delivering an Outstanding Omnichannel Customer Experience

The customer had 5 total touch points with the company: 

• The original ad

• Their Facebook page

• Their site

• Live assistance team

• The in-store team

How do you deliver an outstanding omnichannel customer experience? 

• Identify what your consumer wants, when they want it, and how they want it

• After understanding who your customers are and what channels they will use, you need to map out the journey they take to purchase a product

• Ensure that your content will be able to fit different screen sizes

• As your buyers interact with your brand across various channels, you must offer omnichannel customer support

• Remember to place the physical store in the omnichannel circle.

4. Personalize the Shopping Experience  

Personalization is more than a trend; it's an expectation. Sixty-four percent of customers want tailored interactions, but 52% still find brands impersonal. With more customer data and artificial intelligence (AI), it's easier than ever to customize experiences. Here are some effective methods for personalization: 

• Product recommendations: Suggest items based on past purchases or browsing history.

• Dynamic homepages: Adjust homepage content based on each visitor's interests and behavior. 

• Personalized emails: Send tailored messages reflecting based on your customers’ recent activities, such as items viewed or cart reminders. 

• Targeted pop-ups: Offer relevant discounts or suggestions based on what your customers browsed. 

• Location-based personalization: Display store availability or local promotions based on the customer's location.

• User-generated content (UGC): Show customer reviews or social media posts to add credibility and appeal.

5. Automate Online Customer Engagement  

Automation improves efficiency and enhances the customer journey. Tools such as Chatbots, Automated emails, and Exit-intent pop-ups offer immediate support and targeted promotions without added effort. 

• Chatbots: Provide instant responses to common inquiries for quick solutions. 

• Journey emails: Send emails to guide customers through their shopping experience, such as cart reminders or welcome messages.

• Exit-intent pop-ups: Offer last-minute discounts or relevant product recommendations before customers leave. 

• Promotional triggers: Automate personalized promotions based on browsing or purchasing history.

6. Appeal to the Customer’s Senses and Emotions.  

The key to truly immersing your customers in your brand’s digital experience is to appeal to their physical senses, and to their emotions. About the five senses, ecommerce obviously has some shortcomings; smell, taste, and touch are essentially out of the question. It’s crucial for your digital experience to be visually and audibly engaging at every touchpoint. Augmented reality and virtual reality technology can also help you bring your digital experience to life for your customers. You certainly can convey the feelings associated with taste, touch, and smell through your site’s content. 

Evoking Customer Emotion Through Multimedia and Copy

It’s in the combination of high-quality photographs and other multimedia content as well as copy that you can elicit specific emotions from your online customers. “On a more visceral level, tapping into your visitors’ deeper emotions is vital for forging connections and prompting action. Through your site’s content and copy, you can communicate empathy while also empowering your customers to overcome the challenges they face.” Alon Popilskis, Owner, Smart SEO Designs

7. Build Great Product Pages.  

As we just mentioned you need to be able to appeal to your customer’s senses and emotions to create a great customer experience effectively. While it’s essential to do this throughout your various marketing channels, it’s imperative on your product pages. The best product pages will strike a balance between providing all the information potential customers want about the product to ultimately help push them towards purchasing without overwhelming them with information. 

Engaging Customer Senses Through Product Visuals and Copy

Product visuals composed of high-quality images as well as explainer videos discussing your product are all a great way to help engage a potential customer’s senses. Consider using lifestyle and textural images along with visuals showing your customers using your product to help potential customers visualize how the product could be of benefit to them. Equally important for engaging your potential customer’s senses and ultimately providing a great customer experience is your product page copy. You need to create emotion-evoking copy along with a thorough description of the product’s features to help potential customers imagine how the product can solve their particular problem.

8. Strive for Omnichannel Everything.  

Omnichannel retailing will become even more prevalent in 2021 and beyond, and it’s quickly becoming a necessity. Providing a truly omnichannel experience, where your customers can engage however they want with your brand, on whatever channel or device they choose, isn’t exactly possible just yet. But that doesn’t mean you shouldn’t be striving for it to some degree. If your customers expect your brand to be active on a specific channel, you need to be active on that channel. By “active”, we mean having a comprehensive plan as to how and why you’ll be using the channel in question, and how you’ll be integrating the channel into your overall online experience. 

Maximizing Channel Engagement and Seamless Customer Journeys

It’s also essential to take full advantage of every channel your brand is active on and to stay current with how these channels evolve, as well. Missing the boat on these updates (e.g. Shoppable posts and other forms of social selling) will essentially mean missed opportunities for your team. Going back to the idea of integrating your various channels, your customers don’t want to “start over” whenever they engage with your brand. They want to be able to pick up right where they last left off. The information must flow through your various channels, all filters into one centralized location. This will ensure your CRM and other integrated tools stay up-to-date at all times, and will minimize the chances of delivering a redundant experience to your customers.

9. Leverage AI to Improve the Customer Experience  

A whopping 84% of ecommerce professionals say AI gives them a competitive advantage. That’s because AI can help commerce teams with a lot of the heavy lifting when it comes to reviewing extensive customer data and putting it all to good use. For example, generative AI can adjust product descriptions to highlight certain features that matter most to individual shoppers, such as eco-friendly materials or preferred sizes. AI can also automate tasks like order tracking, inventory management, pricing, and fulfillment.

10. Proactive and Responsive Engagement.  

Throughout your customer’s lifecycle, there will be times where they come to you on their own and times when you’ll need to reach out to them. In both cases, your goal is to deliver whatever it is the customer needs to take the next step in their journey. In terms of proactive outreach, we’re talking about: 

• Regular newsletters

• Other scheduled email marketing activities: 

  DM/SMS messaging to individual customers and audience segments 

  Chatbot and live chat messaging for on-site and social media audiences 

As far as responsive outreach, we’re talking triggered follow-ups after specific, individual engagements. 

For example: 

• Post-purchase surveys 

• Cart abandonment emails 

• Exit-intent pop-ups 

By providing suggestions and/or prompts as to how to engage further with your brand, you make your customers all the more likely to do so. (Not delivering these prompts leaves up to chance whether the individual will proceed or not. If they’re at all hesitant, we run the risk of losing them for good.)

11. Proactive and Responsive Customer Support  

Similarly, your customers will need help at various points along their journey to success, and you need to be ready to give it to them. The best course of action is to proactively deliver, or provide access to, the necessary support at all times. 

• Knowledge bases

• FAQ pages

• Other self-service options

Enable the customer to take control of the issue they’re facing and find the solution that works best for them, all without needing to reach out to your customer support staff. Because your customers will be able to help themselves about more common issues, your customer support team will have more time and resources on hand to focus on the most intense problems your customers may be facing. 

The Crucial Role of Customer Service in Building Brand Loyalty

Your team’s ability to help your customers solve the issues they face is directly tied to your ability to keep them onboard. An overwhelming 96% of consumers say their brand loyalty often hinges on a brand’s customer service efforts. Your team needs to be able to step in and provide hands-on customer support in several ways, whenever a customer may need them. 

This Goes Back to the Idea of Striving Toward Omnichannel

If your brand is active on a specific channel, you should at least provide a way for your customers to connect with your support staff on it. (Of course, if you can provide support on a well-trafficked channel, you should be doing so.) 

One Last Thing About Ecommerce Customer Service And Support

An emotional connection can absolutely make a difference in the customer’s eyes, especially when forged during times of uncertainty. “Rock solid, reliable and friendly customer service during challenging times like the unprecedented one caused by the pandemic can delight our customers and provide a highly positive endorsement for many of our brands.” Sarah Caplan, Vice President of E-Commerce at Steve Madden

12. Supply Chain Optimization

The past year has shown (among many other things) just how much the ecommerce supply chain impacts the customer experience. But, it’s not like the coronavirus pandemic is the only thing online retailers have ever had to worry about. Even in “NN” times, your supply chain can face any number of disruptions, all of which will hurt your ECX if you aren’t prepared. Proper supply chain management is about: 

• Delivering products on time (or earlier) 

• Avoiding stockouts (and avoid disappointing your customers) 

• Ensuring product safety throughout the supply chain on its way to the consumer 

The Importance of Centralized Inventory for Seamless Omnichannel Operations

Centralizing your inventory data is becoming increasingly important as you move toward omnichannel sales and operations. If these various channels aren’t in sync, it becomes easy to oversell your stock, which, again, will only lead to disappointment for your customers. As it was with UX, optimizing your supply chain is necessary for your customers to get the full value your brand has to offer. Any hiccup along the way will only serve to detract from the customer experience and needs to be dealt with as soon as possible.

12. BOPIS and Other Fulfillment Options.  

For retail stores operating online and brick-and-mortar stores, providing BOPIS (“buy online, pick up in-store”) and similar options to customers is quickly becoming the norm. For the customer, the benefits of BOPIS are clear:

• They’ll save on shipping and other fees 

• They can guarantee an item is in stock before heading to the store 

• They can get what they need quickly and with minimal delay 

(That last benefit has proven to be most important of late, with stores using BOPIS options as a way to safely open and provide for their customers during the coronavirus pandemic.) The company will also save on shipping and restocking costs, and can get the returned product back on the shelves quickly.

The Evolution of In-Store Pick-Up and Returns (BOPIS & BORIS)

With the customer’s foot in the door, the team will have yet another opportunity to sell to them. “Buy online, return in-store” options are also becoming more prevalent. It’s a similar concept: Instead of requiring the customer to repackage an item and send it back through the mail, they can simply return it to their nearest in-store location. If you want a glimpse into the future of BOPIS, BORIS, and all in-between, look no further than Amazon. Instead of opening brick-and-mortar locations of their own, Amazon has partnered with the likes of Kohls’ and Rite Aid to allow customers to pick up and drop off at their leisure and will likely be expanding these efforts in the future. 

13. Payment Options

Payment is another area where it’s crucial to provide your customers with options. There are two aspects of payments to think about here. Consider the different payment methods you allow your customers to use. Though most of your customers will likely still opt to use credit cards, mobile payments, and other such options are quickly catching on. You don’t necessarily need to offer all types of payment methods; to be sure, this would be overkill. Your goal for the coming year should be to identify the methods your customers prefer and that will provide a secure and seamless checkout process across the board. 

14. Create a Streamlined Checkout Process  

Giving online users the option to check out as a guest is a powerful e-commerce UX move that can save your brand tremendous sales. Not only do some users simply not want to create an account or sign up for a subscription, but many feel that it disrupts or slows the experience entirely and causes unnecessary friction when they’d rather just buy their item and move on with their day.

In a 2022 study by Baymard, it was found that 24% of users abandoned their carts because the checkout process prompted them to create an account before purchasing – that’s 24% of sales that a brand could have made if they’d provided a “checkout as guest” option to users. Freedom of choice will always be something that your customers appreciate, and it will benefit your brand’s bottom line and establish trust in the long run.

15. Make Shopping Mobile Friendly  

The second thing that you should do to improve the customer's experience is to optimize your site for smartphones. Over 65% of all eCommerce traffic now comes from mobile devices. So if your website looks clunky and is slow to load, customers won't even bother continuing to the checkout. Most visitors have said that they will immediately leave if the site takes more than 3 seconds to load entirely. Make sure that you consider the following methods to ensure that your site is completely mobile-friendly: 

• Make the mobile version simple to operate 

• Avoid placing large amounts of content for better speed 

• Make all of the infographics (videos, pictures, etc.) a bit smaller 

• Ensure that all of the buttons and links work properly 

• Also, be sure to see the percentage of people who visit your site with their mobile devices

You will be able to locate these statistics in your web analytics section. 75% of users prefer mobile-friendly sites, so if your web analytics stats are more than 40%, then consider building a dedicated app. It's much more effective than responsive design, and mobile customers will appreciate all your efforts.

16. Let Customers Try on Products Virtually  

The biggest downside of online shopping was the difficulty of trying on or trying out products before buying them. Over the past couple of years, many businesses have started implementing VR (virtual reality). This way, buyers will be able to see how good the product looks on them or in their house. You can implement this tactic in most of the niches, including:

• Furniture

• Glasses

• Footwear

• Jewelry

• Watches

• beauty products

• And much more

Chrono24 (one of the most extensive online platforms for purchasing and offering luxury watches) has developed a virtual technology system, which allows customers to try on watches using their smartphones.

17. Display Customer Reviews  

By displaying customer reviews, future customers will be able to see whether people are happy with their purchasing decision and whether they suggest the product to others. Make sure that the reviews are displayed prominently on the product page so that customers can view them before making a purchase. This can considerably influence the customers' confidence. 

Leveraging Customer Reviews to Reduce Contact Center Load

Customers will be able to get the answer they need through the customer reviews, decreasing the reliance on the contact center. Some of the customer reviews might include some info about the delivery times, the packaging of the product, the overall efficiency, etc. One of the best and most efficient ways of displaying customer reviews is by using a third-party application. These apps will provide you with tons of customization options, automatic reply features, incentive options, and many more.

18. Create an Amazing Unboxing Experience  

As internet purchasing takes over traditional in-store shopping, the unboxing of the products has become increasingly essential to brands. Not only will your consumers feel more valued and excited, but they are more likely to share the unpackaging moment on their social media profiles, spreading your brand's name and product to other potential buyers. Here are a few ideas to create an unforgettable unboxing experience: 

• Add your own logo to the packaging box 

• Use some special packaging material 

• Place a handwritten thank-you note in the box 

• Apple is the gold standard here

They have one of the best and most unique packages.

19. Surprise Your Shoppers with Gifts  

Another great approach to show that you really value your customers is by surprising them with presents. Whenever your customer makes a purchase, you can include a nice little gift with the initial product they bought. This doesn't have to be something expensive; it isn't the price of the gift that matters, but the intention of providing an extra thing for free. Little things like this create a unique & memorable experience for the customer and make them want to come back for more. 

For example: 

If you're a cosmetic business offering make-up products, you can also add a beauty blender (the little teardrop-shaped sponge used to apply make-up). If you're offering sunglasses, then you can also include a cleaning cloth so that customers can easily clean their glasses.

20. Up Your Social Media Game  

Regardless of your target market, stepping up your social media game is crucial. There are several ways to combine your online store with some of these social media platforms:

• Facebook

• Youtube

• Instagram

• Twitter

Offer Buying Inside Social Media Platforms 

Right now, a lot of businesses are putting effort into creating a social media eCommerce shop. While this is a challenging task, there are many tutorials online that explain how to perform it quickly. For example, Ray-Ban (one of the most popular brands for sunglasses) sells its products on Instagram Shops. 

FAQ Facebook Bot 

Throughout the years, companies have started noticing the importance of the Facebook bot and started implementing it on their official pages. The Facebook bot will be able to answer your customers while you're away from the computer. This bot can only answer basic questions related to the delivery process, product availability, payments, etc.

Monitor the Trends 

Make sure that you're following the latest trends on social media networks. The most reliable way of performing this is by using a social media monitoring tool. This will give you essential insights into the requirements and buying habits of your customers.

21. Upsell & Cross-Sell  

Upselling is a business strategy to encourage potential buyers to purchase a higher-priced product than the one they're looking at. These products usually have a higher quality or offer better performances than the previous ones. You're interested in purchasing a 42-inch TV for your room.

Right when you go to the electronic store, you will be able to see different TVs with various features. You're considering the 42-inch model, but the assistant member comes in and starts explaining that you can have a bigger and better TV for only a few more dollars. So you end up purchasing the better model - that's called upselling. Here are a couple of steps on how you can implement upselling on your very own eCommerce business: 

• Introduce the most reviewed products on your site 

• Avoid suggesting products that are 30% more expensive than the initial item 

• Try to display a couple of testimonials for the upsell 

• Explain why the alternative product is better 

Cross-Selling 

Cross-selling is a strategy that encourages the buyer to purchase other related products beyond their original purchase. For example, you're in a burger shop, and you are interested in getting a chicken burger. You see a couple of promotional combos that come with the chicken burger, like a drink or fries. You end up getting the entire combo, even if you didn't even want to in the first place. Here are a few ways to add cross-sells to your eCommerce business: 

• Cross-sell products should be at least 60% cheaper than the product added to the cart

• Stick with products that can be easily missed, such as headphones for a laptop, a filter for lenses, and a mask for your smartphone.

• Try not to offer them too many products because they might end up abandoning the purchase.

22. Offer a Clear Return Policy  

A big challenge of online shopping is that shoppers cannot try out products before buying them. To give your consumers a feeling of security, you will need to offer them a return guarantee. While returns can be a big challenge for most eCommerce brands, having a well-written and straightforward policy can have a significant impact. Over 93% of customers are likely to make another purchase if returns are easy. Offering free return transportation and an easy-to-print return label can be the cherry on top.

23. Measure Customer Satisfaction and Use the Feedback  

What's the final piece of the customer satisfaction puzzle? Checking in with those who matter most, your customers. Use quantitative survey tools such as Net Promoter Score (NPS) and customer satisfaction (CSAT) scores to discover how customers feel about your brand. Collect qualitative feedback from reviews and surveys to identify areas for improvement. This direct feedback loop helps you improve and shows customers that their voices genuinely matter.

Related Reading

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How to Measure Overall Customer Experience

Customer satisfaction is like a report card on how well you’re meeting customer expectations. CSAT measures customer satisfaction with a specific product or service. Through multi-question surveys, retailers target specific aspects of the customer interaction like customer support experience, shipping and delivery, or product quality. The higher the score the better. 

Net Promoter Score (NPS): What Is It and Why Does It Matter? 

Net promoter score, or NPS, refers to the percentage of your customers who say they would recommend your business. NPS is widely used as a simple, scalable way to measure customer satisfaction. Net promoter score is calculated by asking customers to rate, on a scale of 0–10, how likely they are to recommend your business to friends or colleagues. It differs from the customer satisfaction score in that it’s better able to measure a customer’s ongoing relationship with your company, as opposed to one experience in time. 

Customer Retention and Loyalty: What Are They and Why Do They Matter? 

Monitor customer churn and loyalty to measure how you’re doing with your intended audience. Some of the metrics used to calculate customer retention, loyalty, and churn include: 

• Purchase Frequency

• Loyalty Program Participation

• Average Order Value

• Purchase Return Rate 

Book a Call for a Free Action Plan | Get an ROI Guarantee or Your Money Back

You're testing ads, influencers, email... and barely growing your DTC. What if, in 5 minutes and 1 line of code, you could add 20% growth instead? Ground AI is the leading AI revenue driver, helping brands grow impossibly fast with our eCommerce personalization platform. Brands using Ground grow, on average, 20% more a year. That’s $200K in extra revenue if you’re making $1M today! With Ground, you can automatically acquire more first-time customers, ensure you're converting as many bounced sales, and increase repeat purchase revenue (more cross-selling, replenishment, and subscriptions). Book a call for a free action plan and get an ROI guarantee or your money back.

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