We are going full-speed ahead into the holiday season and there are several customer experience in ecommerce trends merchants should be concerned about.
According to Ken Godskind, vice president of monitoring products for software company Smartbear, merchants today need to be focused on the user experience and the digital relationship with the merchant.
“It is not just the website today, but also other channels like mobile and tablet that is affecting your business and your holistic relationship,” said Godskind.
Delivering a different and unique experience to the customer should be centered on the online store design and flow, according to Godskind. Merchants should look at how responsive the website is during a customer’s interaction with it.
Godskind recommends merchants perform load testing leading up to the peak season so merchants garner a better understanding on how their sites perform relative to competitors in their own category and themselves historically.
According to Godskind, Google shows that 65% of purchases have started with a search on a smartphone and were completed on a computer or tablet.