What Does Customer Focus Look Like for an eCommerce Business| Neil Roberts

Guest: Neil Roberts

Here's a summary of the great stuff that we cover on this show:

Understand and meet customer expectations by prioritising knowledge of their wants and needs before focusing on website design. The website is a mechanism to showcase the product effectively.
Strike a balance between the website's aesthetics and functionality. While a great product is essential, an intuitive and visually appealing website is equally important to avoid devaluing the brand experience.
Prioritise fundamentals in customer experience before focusing on delightful elements. While surprising customers can create initial delight, long-term brand loyalty is built on consistently meeting basic expectations.
Blend digital strategy into the real-world context by adopting design thinking. Put yourself in the customer's shoes to understand their problems firsthand, leading to the creation of exceptional products that cater to their needs.
Utilise online tools like HotJar and Google Analytics to capture customer engagement on the website. Analyse customer progression through the funnel, identify friction points, and conduct exit surveys to improve user experience and facilitate smooth navigation through the funnel.

Customer Engagement Measurement Tools