5 easy ways to improve e-commerce customer experience

Summary

Consumer experience now drives purchasing decisions, as 74% of shoppers base choices on experience alone, and 75% of consumers favor companies that offer rewards. Pandemic-driven online shifts have raised expectations and made loyalty harder to maintain. Improvements include using contextual surveys with rewards such as Rybbon, maintaining consistency across devices via persistent carts and social media response (expected by 65% of users), and personalizing with product tours and data enrichment like Amplitude. Support can be supercharged with Resolution Bot, multilingual articles, and order tracking (desired by 70% of shoppers), while checkout optimization—avoiding forced account creation (a 34% abandonment cause) and redundant data entry, plus integrating Stripe—directly reduces friction. These targeted steps turn customer experience into a powerful competitive edge.

Takeaways

1. 1

   74% of consumers are at least somewhat likely to buy based on customer experience alone, making CX a key differentiator over product and price.

2. 2

   Omnichannel strategies, including persistent carts and social media response, reduce cart abandonment and improve cross-device shopping consistency.

3. 3

   Optimizing checkout—by removing forced account creation and redundant data entry—directly addresses a 34% abandonment rate and builds trust via known payment providers.

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