Customer Experience Continued - Principles & Best Practices
There is no doubt that improving customer experience is a priority or at least a planned initiative for most eCommerce professionals. As I mentioned last week, hundreds of respondents to the Adobe Scene7 survey on customer experience provided feedback on features they use or plan to use and their effectiveness.
If you have run across my 'predictive' presentations or writing in the past, you may recall my eCommerce 3.0 whitepaper, which documented trends and innovations in customer experience, drawn from experience working with leading e-tailers over many years. With new technology and innovation in the marketplace, I have now expanded on these principles in a new, whitepaper – "Customer Experience, What's Best? What's Next?" – to address trends driving the next wave of online innovation, highlight unique examples of companies with leading edge implementations, and expand on best practices for differentiating your website to drive brand loyalty and repeat business over the next two to three years.
Download a copy and let me know what you think.
I am constantly in search of great new principles and supporting best practices. If you have an example that fits into one of the principles described in this paper, or perhaps an example that is driving a new one –please drop me a note in the comment section.