Key drivers on delivering great customer experiences on headless
We’re excited to share a few key takeaways from our “Eat, sleep, test, repeat: The Netflix way of constantly optimizing your customer experience…” session for business users at the Overdose Composable Commerce Summit: APAC 2022. The summit is a 2-day leading event concept encouraging industry engagement, focused on eCommerce technology opportunities where merchants and experts connect.
On day 1, Nina Jonker-Völker, our Direct and Indirect Channels Lead, and Manuel Blum, Account Executive, hosted a Live Presentation and Q&A among experts from the eCommerce technology space. They focused on how “business users can improve a customer experience constantly and at a very high rate” by taking advantage of Frontastic’s capabilities in thought leadership and educational manner on how teams can create outstanding digital experiences.
Why a decision to “build or buy” a frontend plays a crucial role
From infrequent releases since 2014 to faster time to market
In 2014, about 70% of all eCommerce websites released new changes, features, and functionalities less often than once a month. We’re now “talking about releasing thousands of times per day, or as much as 4000 times a day if you’re Google. That’s as much as 1 release every 11.7 seconds. That’s a massive undertaking! Imagine being able to constantly change your eCommerce experience for your customers every 11.7 seconds!”.
Customer experience (CX) is one of the most important drivers of your eCommerce business
Customers know what a good experience looks like by now when brands and merchants have understood that it’s not only about bringing people to purchase as soon as possible. It’s about offering that seamless experience that takes them through their shopping experience in the most frictionless way. “Customer experience has moved away from being a nice to have into being the main driver of your eCommerce success.”
Over 80% of organizations expect to compete majorly on customer experience
A study made by McKinsey back in 2021 shows that “for eCommerce, the “do-nothing” case might not mean net-zero change, but rather a steady or accelerating erosion of value,” which means that none of us can afford to sit back. We need to constantly realize new ideas, test new features and functionalities, and even test small changes to the customer experiences.
A composable frontend solution can lower your dependencies, costs, and increased time to market
With the help of a composable frontend, a solution also offered through a Progressive Web Application (PWA), business users can create, modify, and update their pages on their own without using developers. An eCommerce manager who tries to innovate will have a very high dependency on developer resources, as rarely any iteration or change can be made to the frontend without their help.
How Frontastic can lower a business user’s dependencies, costs, and increased time to market
Through the composable frontend, business users can implement by themselves with no developers needed and “test and repeat the whole process and complete the loop in a much, much faster cycle and iteration.” As you can see below, the process is shortened, making business users (and developers) happier.
How is this done? Through Frontastic, business users are decoupled from developers, saving resources in doing so, and just all of these factors will really affect the top and bottom line of an online store, especially in the eCommerce space where speed is a crucial factor in bringing customers to a virtual shop’s doorstep.
Other key takeaways
- “We’ve seen a major mindset shift in brands and merchants away from pure conversion rate optimization into a proper holistic approach to their customer experience.”
- “We want to empower business users, marketers, eCommerce managers, merchandisers to do those customer experience changes themselves. To test what they have in mind, and get going very, very quickly, identify the best performing solution, and again iterate daily.”
- “The developers are happy as well. They can work now, focus on being engineers, can work on their high impact projects.”
- “A composable can provide value here, especially regarding the speed of iteration, improving your customer experiences, decoupling business users from developers, saving resources.”
Missed our talk at the Overdose Summit? No worries! Find our recorded talk on composable commerce and customer experience alongside other insightful topics on overdose.digital.
Thanks, Overdose. for smooth organization and great speakers! 👏
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