![\"customer](\"https://cdn.shopify.com/s/files/1/0070/7032/files/customer-experience-example.png?format=webp&v=1682707700\")
Learn more about how to create an outstanding customer experience and reap its benefits!
\nHaving a great customer experience can mean something different for everyone. For some, it’s being able to pay in their preferred method. For others, it’s about a website’s design and user experience.
\nBut make no mistake—customer experience can make or break a customer’s relationship with your business.
\nThat’s why customer experience improvement has seen a 19 percentage point increase in priority from 2019 to 2022, according to research from McKinsey & Company.
\nBut given how vague “customer experience” can be, it’s difficult for some businesses to pin down. Ahead, you’ll learn everything about customer experience and how to improve it.
\nTable of Contents
\nCustomer experience is the sum of all interactions a customer has with your brand, from the moment they discover your company to after-sales support. A positive customer experience fosters brand loyalty, increases customer lifetime value, and drives word-of-mouth marketing.
\nFilip Pejic, founder of Pearly, a DIY bubble tea business, says customer experience is about “making sure the customer feels heard at all steps in the buying process. Resolving any issues or pain points as easily as possible, delivering a unique, seamless, and unexpectedly awesome experience.”
\nA good CX strategy has many benefits for your business:
\nEvery touchpoint your customers have with your brand is a chance to create a positive customer experience, or a negative one.
\nAlthough the terms “customer experience” and “customer service” often are used interchangeably, they refer to distinct initiatives.
\nRead: How To Save Sales and Solve Customer Problems With Live Chat Customer Service
\nA good customer experience is different for each business. It depends on what your customers value and what you can realistically provide.
\nHowever, there are a few universal truths that define a good customer experience:
\nLearn more: Customer Service 101: A Guide to Providing Stand-Out Support Experiences
\nA poor customer experience can negatively impact your reputation and customer loyalty. The first step toward improving customer experience is to understand the common causes.
\nHere are some common factors:
\nThink about the last time you were annoyed as a potential customer. What happened? It’s probably one of the reasons mentioned above.
\nThinking your business has a great customer experience differs from knowing it has.
\nSo, how do you figure out if what you’re doing is working? You measure it. This section will cover some of the easiest and most reliable ways to measure your customer’s experiences.
\nCustomer effort score refers to how much effort your customers have to put in to interact with your business. Or to put it another way, how easy or difficult it was for them to resolve an issue with your customer support team.
\nYou’ll want to track this metric to ensure your CS team is doing its best to make things right with your customers. Happy customers = a better experience.
\nYou’ll find most CES surveys are based on a single main question:
\nHow easy was it to deal with [insert your brand] today, from 1 (very difficult) to 5 (very easy)?
\nHere’s an example from Monzo Bank:
\n
As you can see in the example, asking for customer feedback or additional comments is common, which can help your business figure out any specific pain points they experience.
\nNet Promoter Score is a popular metric businesses use to measure customer opinions. If you’ve ever interacted with a customer service representative before, you’ve probably come across the follow-up survey designed to generate an NPS.
\nIt’s a favorite because, like CES, it has only a single question:
\nHow likely are you to recommend us to a friend or colleague?
\nYou might see variations in the relationships (e.g., friend or family member), but the measurement of the question is still the same—a Likert scale from 1–5 or 1–10.
\nHere’s an example of an NPS survey from Squarespace:
\n![\"squarespace](\"https://cdn.shopify.com/s/files/1/0070/7032/files/squarespace_edc4c012-0781-48c2-9467-d0713dea7f37.png?format=webp&v=1682707739\")
NPS surveys are a great option to get quick feedback, and you can send them via email, SMS, or in-app prompts, if applicable.
\nAnother common customer experience metric is the customer satisfaction score (CSAT). CSAT is a score that measures your customers’ perception or overall happiness/satisfaction with your business.
\nIt’s another survey you can send to your customers after their purchases, but it uses a few more open-ended questions than the other surveys. CSAT surveys are valuable because you can get more information about your customers’ experiences than a single scale.
\nHere’s an example from Just Eat:
\n![\"customer](\"https://cdn.shopify.com/s/files/1/0070/7032/files/customer-satisfaction-score.png?format=webp&v=1682707844\")
You can use multiple-choice questions, free-text answer boxes, and sliding scales to help your loyal customers express their opinions better and help you understand their overall customer experience.
\nThe time-to-resolution metric is also important to track, but it’s not something you send to your customers. It’s a behind-the-scenes measurement of how long it takes your customer support team to resolve an issue a customer is having.
\nThe longer your TTR, the more likely it is to be a bad experience for the customer. You can also use a metric alongside first-time resolution (FTR) to see the percentage of support tickets resolved in the first contact versus how many take more than a single interaction.
\nTo measure either of these metrics, you’ll need a software provider that helps you track your support ticket completion rates, such as HelpScout.
\nHere’s a common experience you could add to your customer journey map:
\nScenario: Online product return
\nJohn recently bought shoes from an ecommerce website. After receiving the shoes, he realized they were the wrong size. To return the shoes and request a different size, John had to navigate through the company’s return process.
\nCustomer effort score survey
\nAfter completing the return process, John receives an email containing a CES survey from the company. It asks him to rate the ease of the return process on a scale of 1 (very easy) to 7 (very difficult).
\nJohn found the return process relatively straightforward. The website had a dedicated returns section with clear instructions and provided a prepaid shipping label.
\nHowever, John had to print the label himself, which he found inconvenient. As a result, John rates the ease of the return process as a 2 out of 7.
\nAnalysis and Improvement
\nCES data shows that the company can streamline the return process by offering a more convenient way to print shipping labels. Customers could receive pre-printed labels in the mail or use digital shipping labels that can be scanned at the carrier’s location.
\nWith CES, the company can measure and improve the customer experience, resulting in increased customer satisfaction and a higher likelihood of future purchases.
\n![\"What](\"https://cdn.shopify.com/s/files/1/0070/7032/files/shopify-inbox_69c6f01a-7c39-4830-8c8e-f4a3c433ede1.png?format=webp&v=1682707914\")
Would you like to chat to your customers from Instagram, Facebook, and more with one handy chatbot, in real time? How about knowing what’s in your customer’s cart when they reach out to you? Shopify Inbox is a free messaging app that lets you turn chats into checkouts.
\n![\"What](\"https://cdn.shopify.com/s/files/1/0070/7032/files/wonderment.png?format=webp&v=1682708029\")
It can be frustrating for customers to have purchased a product from you and not know where it is. Wonderment Post-Purchase is a tool that helps you sort orders by fulfillment status, carrier, or region.
\nIt helps you let customers know if their order is delayed before they raise a support ticket about it. You can optimize all of your post-purchase experiences with this app.
\n![\"hubspot\"](\"https://cdn.shopify.com/s/files/1/0070/7032/files/hubspot_52d10625-9d69-41a0-be16-ad78e819419a.png?format=webp&v=1682708079\")
Already use HubSpot for your customer relationship management (CRM) or email marketing needs? With the official HubSpot for Shopify integration, you better understand customer interactions, leverage automation, segment groups, and improve your customer experience management (CXM).
\nYou can even sync the customer data you gather in your Shopify store to HubSpot and turn it into valuable marketing signals to use in your campaigns.
\nA great customer experience strategy is at the heart of any successful ecommerce store. It helps improve customer engagement and reduces customer churn rate.
\nUsing the tips and tools in this guide, you’ll be well on your way to building a customer experience you can be proud of. One that both customers will appreciate every time they shop with you and improves your bottom line.
\nA good customer-centric experience is one that is seamless, personalized, and easy to navigate. Customers feel valued and satisfied with the quality of products or services, prompt and empathetic customer support, and a consistent experience across all customer touchpoints.
\nhttps://www.shopify.com/blog/13251973-creative-ways-to-improve-ecommerce-customer-experience-that-also-boost-loyalty-and-sales
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A new AI service for “parsing” music tracks.
\nThe Mikrotakt neural engine can split any track into vocals, instrumentals, bass, drums, and other audio tracks.
\nIn addition, you can upscale vocal tracks to clean up the voice and adjust the pitch. This feature is ideal for musicians and content makers.
\nThe new Chinese model DeepSeek-V3 becomes a competitor to ChatGPT:
\n– registration requires only your email and password
\n– the neural is quite fast: answers are generated in seconds
\n– Thinking mode, where AI turns into an academic on any topic
\n– the model can read diagrams and generate any texts
\n– files of different sizes can be uploaded
\n– the neuron is good at working with code
\n– absolutely free
\nHailuo AI from China can clone any voice without censorship in a few seconds. Its library includes more than 300 voices in different languages and intonations. The model also allows for full customization: you can change the tone, speed, and timbre and add sound effects.
\nThe Chinese have released a worthy competitor to ChatGPT.
\nThe Qwen2.5-Plus chatbot provides accurate answers, can read documents and images, and is completely free of charge.
\nKrea allows rotating models in its “Photoshop”
\nKrea developers have come up with an incredible feature for their neuro-Photoshop: you can drop any object and edit its position in 3D space.
\nThe Upscayl neuron has received a 16x upscale, so now it can save even the most hopeless photos. The download is free.
\nThe Wegic neural network has become even cooler.
\nNow websites are generated in seconds, and all your edits can be made with simple queries.
\nYou just throw in a promo and you have a perfectly(?) designed website.
\nA working AI meme generator.
\nThe Brainrot neuron follows trends, selects relevant images, and produces memes that are even funny to read. And all this is free.
\nGoogle has released a top free guide to AI agents.
\nIt contains everything: basic knowledge, tools, architecture, training methods, and a step-by-step recipe for creating agents on LangChain and LangGraph.
\nIt is a cool service for learning languages with an AI interlocutor.
\nThe Lingocat neuron imitates the native speaker, gives feedback, and has tasks to improve skills. And all this is free of charge.
\nThe free neural from the Chinese outperforms(?) ChatGPT.
\nA new model called R1 has been released that outperforms the best version of ChatGPT. R1 is twice as powerful as the previous version and it has literally everything you need: programming, math, rewriting, and everything else. It’s worth noting that if you look at the graph of how it “outperforms”, it doesn’t encourage you to switch from OpenAI to the Chinese neural.
\nUniversal AI photo editor.
\nGenerating, replacing, or deleting details, styling, changing the background, and upscaling – and this is not the whole list of functions of the new and free Dzine neural.
\nPrompt generator for ChatGPT
\nPromptEngine works according to the official recommendations of OpenAI. The service also supports other language models: Claude, Gemini, LLama, and Mistral, which can be selected from a list.
\nOpenAI President showed a feature for the o1 model.
\nAccording to Greg Brockman, the o1 model works a bit differently than other types of AI, and to achieve high performance, you need to follow a certain plan in writing promos:
\nthe goal, response format, warning, and context.
\n(The Anatomy of an o1 Prompt attached an example image)
\nChatGPT can now write first.
\nThe neuron will remind you of important things like a real assistant. For example, in the morning, it can provide a ready-made excuse for being late for work, and in the evening, a convincing explanation for a deadline shift.
\nSo far, only 10 regular tasks are available, but by the end of the week, all paid users will receive the new feature.
\nOpenAI offers free tokens for ChatGPT.
\nHowever, there is a caveat: in exchange, they ask for permission to use your promos to train models.
\nThe offer lasts until the end of February. Pro users can get up to 1 million tokens per day, and mini-version users can get up to 10 million!
\nTrump has canceled Biden’s decree on control over AI development.
\nThe document, signed in 2023, required developers to share test results with the government to reduce risks. However, Republicans insisted that this restricted freedom of speech and hindered progress. Now, AI development is unrestricted again.
\nChina will organize a competition between robots and humans
\nIn April, China will host the world’s first half marathon where people will compete with robots. The race will involve 12,000 runners and dozens of androids. Technology versus biology is a real race of the era.
\nAI tokens soar after the Stargate project announcement.
\nOn January 23, Trump announced a $500 billion investment from the private sector in the development of AI infrastructure in the United States. As part of this project, OpenAI, SoftBank, and Oracle will create a joint venture called Stargate. Immediately after this announcement, the AI and big data token market showed significant growth:
\n– AI16Z and AI Rig Complex (ARC) grew by 30% per day
\n– GRIFFAIN and ZEREBRO tokens doubled in price
\n– MetamonkeyAi (MMAI) showed an increase of 152.25%
\n– FLock.io (FLOCK) – by 57%
\nThe smartest o3-mini model will be free!
\nSam Altman said that this neural will be able to solve complex problems in programming, math, and data analysis – all for free.
\nFeatures of o3-mini:
\n– advanced analytical abilities
\n– accelerated data processing speed
\n– ease of use for everyone
\nThe release is planned for the near future.
\nOracle founder supports AI totalitarianism
\nBillionaire Larry Ellison stated that the total surveillance system with artificial intelligence based on cameras, drones, and police recorders will force citizens to “behave in the best way possible”.
\nOracle has recently entered into a partnership with OpenAI and Softbank. Digital dystopia is becoming a reality.
\nThe first Chinese base for robot training was opened in Shanghai
\nThey will learn to help around the house, play football, and assemble cars.
\nThe data obtained in the process will be shared with various companies.
\nCurrently, the center has more than 100 androids and plans to expand to a thousand by 2027.
\nChatGPT can now create any kind of application – a new Canvas feature has been released that runs the code right in the browser.
\n– There are no limits to ideas – we invent and ask AI to draw up a detailed project description.
\n– Copy and paste the request into the chat with the neuron, but add the “/canvas” command at the end.
\n– AI will produce a fully working application in React and HTML in a second – you can test it right away!
\n– There are no limits or restrictions – you can even clone YouTube in your browser.
\nThe feature is free.
\nTop 5 promos for working with any amount of information – the neural will squeeze out all the “water” from the source and give you only concise, verified facts:
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