The customer's perspective.
Your next opportunity.
SHIFT
PERSPECTIVE.
“Can I feel
confident about this purchase?”
“A visitor.
A potential order.”
One business. Two realities.
We help you understand what your customers experience.
And find out what you can do better.
IT'S HARD TO
SEE YOURSELF
FROM OUTSIDE.
What feels obvious to you may be exactly where your customer gets stuck.
You see a product, an order, a delivery. Your customer feels anticipation, doubt, relief or disappointment. That's where we start.
We investigate what it's actually like to be your customer. An outside perspective reveals the gap between what you intend to deliver and what the customer experiences.
Here's how we can helpWe work with smaller ecommerce businesses.
Always focused on the person behind the purchase.
LET'S FIND
WHAT GETS
IN THE WAY.
Three ways to get closer to your customer.
An approach shaped around your business.
We follow the whole experience: from first impressions to purchase, delivery and the next contact. We find the questions, detours and moments where you risk losing the customer's trust.
A picture of the customer journey and clear areas for improvement.
Through user testing and mystery shopping, we see how people navigate, choose, buy and seek help. We follow what they actually do and listen to what makes them hesitate.
Concrete observations from situations your customers face.
We review what we found alongside the feedback and information you already have. Then we help you decide which improvements to start with.
Recommendations showing where to start and why.
TO YOU:
AN ORDER DISPATCHED.
To your customer:
a promise to be kept.
A STRAIGHT LINE?
ASK YOUR CUSTOMER.
To you, it's a process. To your customer, it's an experience.
Explore what can happen along the way.
Same journey. Very different perspectives.
“Is this
right for me?”
Does the customer understand what you offer, who it's for and why to choose you? We investigate first impressions and the way into your business.
Where does your challenge begin?“Can I feel
confident in my choice?”
Does the customer find the right information? We investigate how your range, product descriptions and terms help people choose or raise new questions.
Where does your challenge begin?“Why did this
suddenly get complicated?”
Unexpected costs, unclear delivery information or a difficult checkout can create doubt. We test the purchase from the customer’s perspective.
Where does your challenge begin?“Will you be there
when I need help?”
Delivery, questions and returns are part of your offer too. We investigate whether expectations meet reality when your customer needs help.
Where does your challenge begin?“Would I choose
you again?”
What happens after the first purchase? We look at how you follow up and take care of the customer, and what might make them choose you again.
Where does your challenge begin?An illustrative customer journey, not measured customer data. Select a stage to explore the questions.
CLOSE TO YOUR BUSINESS. CLOSER TO YOUR CUSTOMER.AN OUTSIDE PERSPECTIVE.
A STEP FORWARD.
You don't need to know what the problem is. Just what you'd like to understand better.
We start by listening.
A conversation about your business and questions. We propose the scope and methods. You receive a tailored quote before we start.
We experience your business.
We test, observe and investigate the parts of the customer journey we have agreed on.
You get something to act on.
A clear account of what we found, why it matters and what to prioritise next.
GOOD TO KNOW.
Do we need to know exactly what we need?
No. You can come to us with a question, a sense that something isn't working, or something you'd like to understand better. Perhaps customers abandon checkout, keep asking the same question, or buy once and don't return. In our first conversation, we go through what you've noticed and the information you already have. We then suggest what would be useful to investigate and how to define the scope.
Do you investigate more than the website?
Yes. The customer experience continues after an order is placed. Through mystery shopping, we can follow ordering, payment, delivery and contact with customer service. Returns can also be included if agreed in advance. We look at how information, service and what actually happens fit together. Physical store visits can be carried out in southern Sweden. We agree together which parts of the journey to include.
What does an assignment cost?
The price depends on what you'd like to investigate and how much work is involved. A focused user test and a review of the entire ordering journey require different approaches. After an initial conversation, we prepare a tailored quote with the proposed scope, methods and deliverables. You review the approach before we start, so you know what the assignment includes.
LET'S
LOOK CLOSER.
What's it like to be your customer?
Let's start with a conversation.
Tell us about your business and what you'd like to understand or improve. We'll get in touch to discuss how we can help.
Email us directlyYour enquiry is handled by CoreCreative. Please don't send sensitive information or customer data.
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