Business Challenge
Improvement of the customer journey analysis process.
A leading retailer, wanted to improve the customer experience for their online store in order to improve conversion rates of its visitors.
Situation: Evaluation of the effectiveness of design and flow of the newly renovated store.
Client had recently renovated its online store and wanted to understand if the new design and flow will help customers get routed to the buying and payment stages.
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Solution
Customer journey analysis solution based on customer behavior assessment.
We gathered historic customer data and analyzed buying behavior and defined behavioral stages. We analyzed the various stages and defined various touch points, both the places where customers engagement was high with the site and where site is supporting the completion of their purchase. We did in-depth analysis on the precise points where issues were cropping up and on reasons behind the issues.
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Impact
Improved process and visualization for customer journey.
The client achieved improved process and visualization for the customer journey with analysis of each stage and touch points. Our solution also helped the client in identifying and removing operational inefficiencies and improve focus on key issues. Furthermore, they were also able to improve cross-department collaboration and achieve successful integration with CRM & social media analytics for more accurate understanding of customer experience.
