Case Studies

Mapping the Customer Journey to Reduce Drop Offs and Boost Customer Loyalty

Facing high cart abandonment and low repeat sales, a growing ecommerce company used customer journey mapping to uncover critical friction points across its buying process. By streamlining checkout, displaying upfront shipping costs, optimizing for mobile, and introducing a loyalty program, the business cut checkout times in half and boosted repeat purchases from 22% to 39% in just six months.