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Product Experience Strategy

Jul 24, 2023

4 min to read

3 Ways to Improve Customer Experience Through a Compelling Digital Offer

The customer experience has become a critical factor in shaping the success of businesses across industries. By providing a solid and compelling digital offer, organizations can improve the customer experience, forge deeper connections with their customers, foster loyalty, and drive sustainable growth. 


Customer Experience

Digital Commerce


In today’s digitally driven world, it’s crucial for businesses to prioritize customer experiences in order to stay ahead. But the long-term competitive advantage comes from not just meeting customer expectations, but surpassing them. By creating an engaging digital offer on all buyer journey stages, you can  exceed customer expectations and delight them through their entire experience with your brand. 

1. Flawless Product Descriptions

Failure to provide a consistent digital experience across all channels can lead to poorer conversion rates. Consider the following scenarios that cause user misunderstanding and dissatisfaction:

  • A discrepancy of information at different touchpoints,
  • Outdated images or lack of information in product descriptions,
  • Different product pricing in various sales channels.

According to research, 87% of customers won’t make a purchase again at a store where they encounter false information. It means they will never use your service again, pay a premium for your product or recommend your brand to friends. 

Providing flawless and error-free product descriptions is an obvious solution at this point. But it takes work to achieve in real life. It can be challenging, particularly when managing multiple sales channels and various markets. Thus, you’ll have to put in additional work to ensure your digital offering meets the specific requirements of every touchpoint your customer may approach.

Integrating your eCommerce platform with a PIM class system will help you get your product data under control. A centralized repository for all product information gives access to a wide range of accurate and rich data, including specifications, features, attributes, images, videos, and more. You can create detailed and precise product descriptions that leave no room for ambiguity or confusion.

2. Personalized Digital Experience

Personalization increases engagement at every stage of the customer journey. Adding customized product bundles and recommendations to your digital offer can quickly improve conversion and drive sales. 

Analyze data from your eCommerce platform to gain insights into customer behavior, preferences, and buying patterns. These insights will help you understand their needs and tailor your offer to their preferences and expectations. 

The possibilities for customization in eCommerce are almost unlimited. Consider adding to your offer:

  • Personalized pricing and promotions offers. Include in your marketing campaigns special offers for various client segments. Then send it to them when they’re more likely to make a purchase. 
  • Tailored recommendations. Adding this simple feature to your digital offer can increase conversion, time spent on the store, engagement, and profits. 35% of Amazon’s revenue is generated by its recommendation engine.
  • Targeted messaging. By nurturing customer relationships after purchase, you can create loyal advocates who will contribute to your brand’s success. Remember that regular customers are four times more likely to recommend your products or services to their friends and family. 
  • Customized notifications. Inform customers about seasonal sales or new products they may like to maintain high engagement even after the initial purchase.
  • Adjust product descriptions. If you’re selling abroad, create product descriptions based on local and cultural expectations for different markets. 

Companies involved in cross border eCommerce need to go further with customization of their digital offer. Cultural factors are one of the most important aspects when making purchasing decisions. You will not attract customers if you don't adjust your digital offer to the specific market. PIM enables businesses to manage product information and content in multiple languages, currencies, and regions, allowing them to personalize the customer experience based on local preferences and cultural differences. Therefore implementing the PIM system can be a first step towards international expansion.

3. Inclusive UX Design (WCAG)

WCAG (Web Content Accessibility Guidelines) defines how a website or mobile app should look and behave to be accessible to people with disabilities. Making your digital offer suitable for people with disabilities is a crucial issue for nearly one billion people worldwide. Add to this group the silver generation and those using outdated equipment, whom you will also reach by making your site more digitally accessible.

While the primary goal of meeting WCAG guidelines is to increase accessibility for people with disabilities, by implementing those standards, your digital offer will become intuitive and easy to use, positively impacting the digital experience of all your customers. Criteria such as appropriate contrast of elements on the site, font sizes that allow for comfortable reading of content, or straightforward navigation ensure that all users can use your online store in a comfortable and understandable way. Therefore you not only reduce digital exclusion but also gain access to a whole new target audience.

Accessibility requirements and guidelines evolve over time. Adapting your digital offer for people with disabilities will always be a process rather than a one-time project. PIM systems can play a significant role in helping companies meet WCAG standards. For example, the Akeneo PIM can include specific fields for accessibility attributes, such as ARIA (Accessible Rich Internet Applications) roles and properties, which enhance the accessibility of web content for individuals with disabilities. Furthermore, it allows companies to manage product information efficiently, making updating content and tracking version history easier. This flexibility ensures organizations can adapt their offer to meet the latest WCAG standards and guidelines.

Transform the Customer Experience with Solid Digital Offerings

The customer experience has become a critical factor in shaping the success of businesses across industries. By providing a solid and compelling digital offer, organizations can improve the customer experience, forge deeper connections with their customers, foster loyalty, and drive sustainable growth. 

Technology tools like Akeneo PIM play a vital role in ensuring a consistent digital experience throughout the entire customer journey. Equally important is collaborating with an experienced technology provider with expertise in implementing and optimizing your new system. It will help you leverage the new system’s full capabilities, maximize efficiency, and deliver exceptional customer experiences.


This article was written and submitted by Akeneo partner, e-point.

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