As an e-commerce manager, you understand the importance of having persuasive, engaging and trustworthy simple customer journey aligned with operational and business processes. All you realise the importance of knowing the why behind the analytics to interpret the data on customer behaviour to take actions.
It is really important to reliably observe, monitor, understand, measure, reliably interpret targeted customer emotions and behaviour to create engaging journey, campaigns and user generated content like merchandise and service reviews. It applies to both your b2b and b2c business. Understanding emotions driving customer behaviour helps you move the customer through the sales funnel effectively, have great digital experience, provide value to the marketing spend by answering the ‘why’ and meet KPIs like customer satisfaction.
Customers expect seamless omni-channel experiences and don’t necessarily understand the work behind the scene. They expect magic happening from your side.