By use case
By business type
Enterprise Small and Mid-Sized Business
Distribution Manufacturing Wholesale Retail
E-commerce for Microsoft Dynamics
E-commerce for SAP
Discover our NEW product, built to evolve alongside your business.
Sana Commerce Cloud
See further product information, additional services and add-ons.
E-commerce add-ons E-commerce services
Customer experience and e-commerce go hand in hand. A customer’s experience online influences their behavior and choices.
E-commerce customer experience, or CX, is how your customers feel throughout their time on your web store. Customer experience plays a large role in purchasing behavior: The more satisfied customers are with their experience in your e-commerce store, the more likely they are to visit your store again, reorder, recommend your store to others and become loyal customers.
E-commerce customer experience is the way in which your customers view your brand. It’s the culmination of their interactions throughout the customer lifecycle. Meaning that it includes how your brand is perceived before, during and after a sale is made.
B2C companies are leaps and bounds ahead of their B2B counterparts when it comes to digitization. A fact that shows in customer experience. B2B buyers are consumers as well. Just like everyone else, they scroll through social media and make personal purchases online. This experience as a consumer impacts the way they, as a professional buyer, view B2B e-commerce platforms. McKinsey & Company estimates that improvements in e-commerce customer experience can lead to a 10% to 15% reduction in customer churn, 20% to 40% increase in win rates of offers and 50% lower cost to serve.
Attracting and retaining your client base required extensive time and resources. Customers are carefully looked after and fostered over a long period of time, so optimizing your e-commerce customer experience strategy is essential.
Learn more about the 6 pillars of B2B e-commerce customer experience.
Go to the e-commerce terms
Then get in contact with our e-commerce experts
How to capture B2B customer feedback to improve your B2B e-commerce experience
The 6 pillars of B2B customer experience (CX)
Personalized marketing and privacy in the B2B world