Even when the customer has successfully added items to cart, it all means zilch until the purchase is complete. The average cart abandonment rate for all sectors worldwide was 75.6% last year. Simply put three out of every four digital customers leave websites without completing the purchase.
At the customer acquisition phase, you’ve to compete with zero-profit offers, despite the fact that your product is the best in its niche.
Although 80% of businesses claim they offer a great customer experience, only about 8% of customers express satisfaction with their experience.
So, what went wrong? Why are customers leaving your site without purchasing? And more importantly, what can you do about it?
Mastering the art of understanding user persona, discovering bottlenecks in the delivery process, and designing a user-friendly interface will help you build the product that supersedes customers’ expectations.
Mapping the Customer Journey
It involves understanding your customers’ behavior and feelings throughout their interaction with your products/services and visually mapping them to tell a complete story of their overall experience.
More precisely, the journey begins from the moment they first come to know about your product and the phases they pass through while making a final purchase decision.
“For brands, customer journey mapping is like walking a mile in their customers’ shoes and understanding their circumstances with empathy.”