80% of Companies Compete Primarily on Customer Experience

Manuel Wolf

Manuel Wolf

20.5.2024- 4 Min.

Unternehmen konkurrieren in erster Linie über das Kundenerlebnis

The modern e-commerce landscape is shaped significantly by user experience and customer journey. As buying experiences increasingly rival the importance of products themselves, understanding and optimizing these elements becomes crucial. This reality is clear: the way customers perceive and interact with your online presence can make or break their decision to purchase.

The Importance of a Seamless Customer Journey

The shopping experience, particularly in e-commerce, is often just as important to customers as the product itself. Transparent, detailed visual representations—like those provided by 3D configurators—allow customers to get a clear idea of what they’re buying without the need to inquire via email. This clarity not only satisfies customers but also streamlines the sales process by reducing barriers caused by lack of information.

The Strategic Advantage of Knowing the Customer Journey

Understanding the customer journey provides essential insights into your target audience's expectations and needs. According to the Gartner Research Report "Realizing the Benefits of Superior Customer Experience," 80% of companies compete primarily through customer experience. Optimizing this journey not only fosters loyalty among existing customers but also enhances your competitiveness in acquiring new customers.
By mapping out every customer action, you gain insights into their behavior, revealing the reasons behind their decisions. This knowledge helps identify the most valuable touchpoints for engagement, enabling you to focus on the most effective channels for revenue generation. Moreover, by recognizing and addressing potential obstacles in your products or services early on, you can avoid costly consequences.

Benefits of a Well-Documented Customer Journey

Streamlined Marketing Efforts: Understanding the customer journey simplifies targeting and messaging, enhancing the effectiveness of your marketing strategies.
Enhanced Customer Interactions: By pinpointing the ideal target audience for your products or services, you improve customer experience and interaction rates. Remember, nearly 30% of customers will shun a brand’s digital channels after just one bad experience.
Increased Conversions: Tailoring the customer journey helps adjust your approach, ensuring that your messaging resonates with the desires of your target audience, thereby boosting your conversion rates.
Higher Return on Investment (ROI): Investing in the customer journey consistently enhances ROI, with brands providing excellent customer experiences seeing revenue growth of 2% to 7%.
Improved Customer Satisfaction and Loyalty: A positive shopping experience motivates 94% of customers to make repeat purchases. Optimizing the customer journey is essential for meeting customer expectations, leading to greater satisfaction and loyalty.

The Role of 3D Configurators in E-Commerce

Incorporating 3D configurators in your e-commerce platform offers a competitive edge by enhancing user engagement through an immersive shopping experience. These tools allow customers to visualize products in high detail and customize them to their preferences, which not only enriches the shopping experience but also significantly reduces the likelihood of returns due to unmet expectations.


The digital age demands more than just selling a product; it requires creating a compelling customer journey that captivates and retains customers. By integrating advanced tools like 3D configurators and focusing on a seamless customer journey, businesses can stand out from the competition, increase sales, and build lasting customer relationships.
For businesses aiming to differentiate and excel, optimizing every touchpoint along the customer journey is not just an option—it's a necessity.

Related Articles