To provide a great customer experience, your eCommerce offering needs to be personalized for your audience - and you can only achieve this by taking the time to really understand your shoppers. So, how can you start to do this? In this lesson, we’ll discuss what it really takes to understand your shoppers’ needs, wants and behaviors, from the importance of the customer journey and developing personas, to the key steps involved in customer empathy mapping.
Why not check the glossary to make sure you are familiar with key terminology? (new tab)