📌 Introduction
An e-commerce store selling eco-friendly products—such as bamboo toothbrushes, bulk detergents, or reusable packaging—doesn’t just sell products; it sells a lifestyle. However, beyond purpose, the shopping experience must be simple, engaging, and consistent, whether on the website, Instagram, physical store (if applicable), or customer support. The CXO methodology helps map and optimize all touchpoints, retain the most valuable customers, and turn every order into a moment that reinforces the brand.
🧭 Challenge
An online store selling sustainable products wants to grow but faces obstacles such as:
- High cart abandonment
- Dispersed and inconsistent customer contacts (Instagram, WhatsApp, Email…)
- Low repurchase and loyalty rates
- Lack of clarity on where customers are disengaging from the brand
🎯 Objective
- Map and optimize the entire customer journey, with a special focus on post-purchase
- Reduce churn and increase LTV (Customer Lifetime Value)
- Unify contact channels and ensure fast, personalized responses
- Create a loyalty program to encourage repeat purchases
🧩 Applied CXO Strategy
- Customer Journey Mapping
- Analyze website traffic flows (Metabase + Google Analytics)
- Identify critical stages: discovery (Instagram/Reels), comparison (product page), conversion (checkout), post-purchase (email/SMS)
- Omnichannel Support System Implementation
- Channel integration via Chatwoot (Instagram DMs, WhatsApp, Email, and live chat)
- Automated responses and request triaging (e.g., “I want to check my order status”)
- Satisfaction & NPS Analysis
- Automated satisfaction survey sent 3 days after delivery (via Mautic)
- NPS calculation by product type and acquisition channel
- Loyalty Program Creation
- Points system implementation (per order, review, social share)
- Segmented campaigns with exclusive offers for loyal customers
- Social Media Monitoring
- Social listening tool to track mentions on Instagram & TikTok (n8n + Chatwoot)
- Quick, empathetic responses to reinforce brand humanization
- Website Experience Optimization
- UX evaluation: heatmaps, A/B testing on checkout
- Improved mobile responsiveness and loading speed
- Micro-interactions and animations with sustainability storytelling
🛠️ Recommended Tech Stack
| Tool | Key Function |
|---|---|
| Mautic | Post-purchase email automation, NPS & loyalty |
| Chatwoot | Omnichannel support: WhatsApp, Instagram, Email |
| Metabase | Journey analysis & NPS, churn, LTV dashboards |
| Typebot | Satisfaction surveys with personalized branching |
| n8n | Channel integration & data routing to Metabase |
| Nextcloud | Customer documentation & predefined responses |
| WooCommerce | Online store management with integrated points system |
📊 Metrics & Continuous Optimization
- NPS by customer segment & sales channel
- Repurchase rate by product category
- Average response time across support channels
- Recovery rate of abandoned carts after personalized follow-up
- LTV per loyalty campaign
📈 Expected Results
- Average NPS increase from 48 to 65+ within 6 months
- Reduction in average response time from 24h to <4h
- 30% growth in repurchase rate
- Higher average order value through personalized loyalty campaigns
- Reduced reliance on paid ads via strengthened loyalty
📂 Applicability
This approach is ideal for:
- Niche e-commerce stores (sustainable products, natural foods, ethical cosmetics)
- Businesses with active social media communities
- Brands experiencing support friction and seeking professionalized customer service
- Companies that want to differentiate through experience, not just product
♻️ CXO: Sustainability Isn’t Just About the Product
A truly sustainable e-commerce starts with how it treats customers. loqua.marketing helps align your store’s purpose with its experience, building lasting relationships and growth that doesn’t compromise values.
📆 Schedule a free customer experience audit for your store with our CXO team today!
