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"How to deliver a great online-offline customer experience in eCommerce?" with Wouter van Bockel
Manage episode 311489063 series 3130628
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eCommerce didn't just change the way we buy stuff, it has changed consumer psychology and has completely transformed our expectations as customers.
When you compare the traditional customer journey of a retail shopper with that of someone shopping on Amazon, you realise the massive leap in customer experience. From the ease of product search to almost zero wait time at billing and finally the product showing up at your doorstep without even stepping out, it is nothing less than magical!
It however takes a well oiled offline engine that makes this seemingly online-only experience so smooth.
Perhaps the online web-experience, although not any less important, is the smallest piece that impacts customer experience. Everything that happens offline after the order is placed is the biggest chunk that can make or mar a customer's experience.
In this episode with Wouter van Bockel, Founder at Furniturespot.co.za - South Africa's first scalable online made-to-order furniture store - I break down the online and offline pieces of an eCommerce business and we discuss how each of it affects customer experience.
We discuss:
- Wouter’s journey from being a teaching volunteer in Nairobi to founding Furniturespot.
- Breakdown of the offline and online parts of an eCommerce business.
- How each of the online and offline piece impacts the customer experience?
- How to align your supply chain partners with your CX goals?
Anyone who has ever shopped online must listen to this. It will open your eyes to the intricate world of eCommerce business operations and what it takes to deliver a great customer experience in eCommerce.
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