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How to Improve Your Online Customer Journey
Blog / Customer Experience / Nov 20, 2023 / Posted by Eric Melchor / 24

How to Improve Your Online Customer Journey


The online customer journey is the process that a customer goes through when they interact with your online store. It starts from the moment they visit your website to the moment they complete a purchase (and beyond).

Improving your online customer journey can lead to a number of benefits, including:

  • Increased sales
  • Reduced cart abandonment rates
  • Improved customer satisfaction
  • Increased customer loyalty
  • A better reputation for your brand

Here are a few tips for improving your online customer journey:

  • Treat your online visitors like people. Avoid using annoying tactics like pop-ups and fake deadlines. Instead, focus on providing them with a valuable and enjoyable experience.
  • Personalize the customer experience. This means using data about your customers to create custom experiences that are relevant to their needs and interests.
  • Use conversion rate optimization (CRO) techniques. CRO is the process of making changes to your website to improve the conversion rate, which is the percentage of visitors who take a desired action, such as making a purchase.
  • Build your email and SMS lists. Email and SMS marketing are two of the most effective ways to reach your customers and promote your products and services.
  • Use chatbots to provide customer support. Chatbots can answer customer questions and provide support 24/7.

Here are a few additional tips from Eric Melchor, the Partnerships Geek at Optima Inc.:

  • Evaluate your current approach. Take a step back and look at your online store from a customer’s perspective. What are they experiencing when they visit your website? Are there any areas where you can improve?
  • Use Google Analytics to gain insights. Google Analytics can provide you with valuable insights into your customer behavior, such as which pages they’re visiting, how long they’re staying on your website, and where they’re abandoning their carts.
  • Use OptiMonk to increase the average order value. OptiMonk is a conversion rate optimization platform that can help you increase average order value by offering discounts, coupons, and other incentives to customers who add additional items to their cart.
  • Send personal videos to your customers. This is a great way to build a genuine connection with your customers and stand out from the crowd.

By following these tips, you can improve your online customer journey and create an unforgettable experience for your customers.

About Author

Mediocre tennis player, Texas expat living in Romania, host of the Innovators Can Laugh podcast, and Partnerships Geek at Optimonk


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