What Does Customer Focus Look Like for an eCommerce Business?

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Customer focus matters.

Repeatedly putting yourself in the shoes of your customer and viewing things from their perspective is about focusing on their needs, wants and aspirations. This builds customer loyalty and loyal customers are far more financially rewarding than new customers.

Neil Roberts, Product Director at MOO, shares four ways to better understand how we can deliver great customer focus to reap more profitable and sustainable eCommerce business.

Neil spent most of the last decade at Eurostar creating digital strategy that builds great customer experience. He's now at MOO helping them scale their ambition to bring 'Great design to everyone'.

Takeaway #1 Know your customers to understand and meet their expectations.
Takeaway #2 The website is secondary to the product.
Takeaway #3 Stand in the customers shoes to understand their needs and see their problems first hand.

Connect with Neil Roberts

Linkedin: https://www.linkedin.com/in/neil-roberts/
Website: www.moo.com

Customer Engagement Measurement Tools

User Testing: www.usertesting.com
Hot Jar: https://www.hotjar.com/
Google Analytics: www.analytics.google.com