The data is clear: only 15% of consumers reported browsing DTC sites more frequently in 2024, with 21% actually reducing their usage. Most brands respond by doubling down on customer acquisition or shifting to marketplaces–but what if the answer lies somewhere else?
Our latest blog post introduces Experience-Led Commerce (XLC), a framework we've developed working with mid-market and enterprise brands to transform customer experience from a cost center into a growth engine. Based on McKinsey's research and our hands-on experience, we show how leading brands are achieving:
15-25% increase in cross-sell rates
5-10% boost in customer wallet share
20-30% improvement in satisfaction and engagement
The key takeaway? While most brands treat customer experience as just another cost to minimize, those who transform it into a strategic differentiator are outperforming their peers across all metrics.
This is the first article in a series where we break down how to elevate customer experience into a driver of both growth and profitability. Stay tuned for our next piece diving into the practical implementation of the XLC framework.
Does your brand need help with strategy, design or development?
For over a decade, we’ve been shaping, launching, and scaling shopping experiences for category disruptors such as MeUndies, Framework, and Cometeer. No matter where you’re going, we can help you get there.
In other news...
🎁 Win a free e-commerce redesign! In Q1, we're selecting 10 premium brands for a complimentary redesign of their most critical e-commerce touchpoint. Enter the giveaway now for a chance to boost the performance of your store!
🎥 Learn how to build Shopify apps. In our latest Learning Wednesday session, Marco breaks down the fundamentals of building custom Shopify apps, covering everything from initial setup to webhook debugging.