Digital Brand Customer ExperienceThe EQ Imperative: Optimize Your Customer Journey
The Business Case To Optimize Your DBCX™
E-commerce is growing at a breakneck pace. Digitally native brands are growing nearly three times faster than e-commerce overall.
Online shopping and home delivery are here to stay.
Loyal customer relationships are cultivated 100% virtually.
Most e-commerce retailers CX efforts are primarily focused on the path-to-purchase. Then they think they have won a customer. Think again.
A first-time buyer is not a customer. They are a trial-buyer.
An online shopper advances through the persona stages of being a browser, shopper, trial-buyer, repeat purchaser… Now, there is your customer.
The digital brand customer experience requires the maximum emotional connection to drive shopper engagement and customer conversion through all critical CX stages.
We help fast growing online brands optimize the untapped opportunities in the critical stages between the moment-of-purchase through to return-and-retain.
Let Us Help You Move Into The Optimization Stage.
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A 4.88 Trillion USD Market by 2021
In 2017, retail e-commerce sales worldwide amounted to 2.3 trillion US dollars and e-retail revenues are projected to grow to 4.88 trillion US dollars in 2021.
The top 3 online stores’ revenue amounted to almost 100 billion US dollars in 2017. Online shopping is one of the most popular online activities worldwide but the usage varies by region – in 2016, an estimated 19 percent of all retail sales in China occurred via internet but in Japan the share was only 6.7 percent.
Desktop PCs are still the most popular device for placing online shopping orders but mobile devices, especially smartphones, are catching up.