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 businesses. 

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

Sponsors:

Kurious Digital

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Lightbulb Agency

Light bulb agency is an end to end eCommerce business that does anything that you don't really want to do or have the expertise to do with eCommerce. It offers a range of services such as product research, website creation, marketing, traffic generation, customer service, picking and fulfilment. Lightbulb ship from the UK all over the world for a number of customers.  If you're in the market for eCommerce services, look up Lightbulb Agency.

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