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Customer experience

From Doubt to Purchase

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author
Joep Eiting
UX designer

Three situations we encounter every week.

Why customer experience?

  • Customers hesitate at the last minute

    The decision has been made, but the order hasn’t been placed. What’s usually missing isn’t a discount, but a reason to trust you: independent reviews, a seal of approval, or an answer to the question nobody asks.

  • After placing the order, the customer hears nothing more

    Communication grinds to a halt between ordering and delivery. It’s precisely during this period that most questions to your customer service arise—and it’s precisely then that the customer decides whether to return.

  • You don’t know why customers aren’t coming back

    You notice there are fewer repeat purchases, but you don’t know why. Review data, service inquiries, and reasons for returns are kept separate, so no one can draw any conclusions from them.

Customer experience as a growth driver

The experience surrounding a purchase determines whether someone places an order and whether they’ll return. Yet for most online stores, this experience is made up of disparate parts: a review tool here, a delivery email there, and a customer service team filling in the gaps.

We tie those components together and let technology do the work wherever possible. Decision support that answers the customer’s question right in the flow, status updates that are sent out automatically, and review data that doesn’t get stuck in a tool but feeds back into your page design. That takes the workload off your service team and reduces friction for your customers.

You’ll be working with Jos, who’s in charge of customer experience at Redkiwi. He consolidates review scores, service inquiries, and reasons for returns into a single dashboard that you can access yourself, so you can see which actions improved the customer experience and which didn’t.

  • 22+ year experience
  • 9,3 customer experience
  • 55+ Kiwi specialists

What does customer experience encompass?

Four layers, in the order your customer encounters them. Trust before the purchase: independent reviews and a quality seal where doubts arise, not in the footer. Help with choosing: a decision aid that asks the questions your salesperson would ask, and narrows down the selection to what’s right for the customer. After the purchase: delivery, status updates, and a return process that doesn’t require an email to customer service. And measurement: review scores, service inquiries, and reasons for returns all combined, so the next improvement is well-founded.

From Disconnected Touchpoints to a Single Experience

Most of these components already exist, but they’re separate from one another and managed by different teams. We bring them together: we walk through your customer’s journey, choose the right tool for each moment, and set up the integrations so you can access them yourself. What we deliver isn’t a consulting report but a fully configured workflow plus a dashboard where you can see how it all works. You decide which moment to prioritize first; we’ll present the options along with our rationale.

Three services that make the experience feasible.

What customer experience relies on

A good experience isn’t a standalone project. The design determines where the customer encounters it, automation guides them at the right moment, and the measurement framework shows whether it worked. We handle all three within the same team.

From identifying friction points to continuous optimization in five steps.

This is how we work on customer experience

  • 1. Identifying friction points

    We walk through your customer’s journey with your service and sales teams. They know which questions come in every day, and that’s the quickest way to identify points of friction.

  • 2. Building trust

    Reviews and trust badges appear where doubt arises: on the product page and at checkout. They’re collected independently, so the score actually means something.

  • 3. Helping Customers Choose

    A decision aid takes over the conversation your salesperson would have in the store. The customer retains the final choice; the aid simply narrows down the options to what’s suitable.

  • 4. After the purchase

    We set up delivery options, status updates, and returns as a single, seamless process. The customer knows where their package is without having to ask.

  • 5. Measure and adjust

    Review scores, service inquiries, and reasons for returns are all consolidated into a single dashboard. This ensures that the next improvement is a choice from a list—not a guess.

Three initiatives where the experience was the focus, not a byproduct.

Brands that addressed their customer experience

  • Bruynzeel Kitchens

    A scalable growth engine for the consumer market

  • Milieu Service Nederland

    The entrepreneurial waste partner

View all our case studies View all our case studies

Four platforms for trust, advice, and delivery.

How we design the experience

Secure online shopping with Trusted Shops.

The Netherlands’ best-known trust seal, placed exactly where it works

Boost your e-commerce conversion with smart product recommendation software

InRiver

Shipping software that scales with you

Let’s discuss your customer experience growth opportunity!

In one hour, we’ll walk through your customer’s journey, from initial hesitation to return. You’ll learn where we see friction and at which point addressing it first would yield the best results. It takes just one hour and involves no obligation.

Please enter your email so we can get in touch.

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Agreement 

Meet the team

Jos Moerkerken
UX designer
Joep Eiting
UX designer
Meet the entire team Meet the entire team

What does customer experience cost?

That depends on how much of the workflow is already in place and how many systems need to be integrated. Setting up a certification program and reviews is a different process than integrating a decision-making tool and a returns process with your existing platform.

What you’ll always get: a dedicated point of contact, a roadmap developed in collaboration with your own service and sales teams, integrations you can manage yourself, and a dashboard that consolidates review scores, service inquiries, and reasons for returns.

Want to know where your customers are dropping off? Schedule a call, and we’ll define the scope together.

Schedule a call Go to the contact form