Description: Customer satisfaction management in e-commerce refers to the process of measuring and improving customer satisfaction through various strategies and tools. This approach is fundamental for businesses operating online, as the customer experience can determine the success or failure of a digital business. Customer satisfaction involves understanding consumer needs and expectations, as well as evaluating their shopping experience, from website navigation to post-sale service. Companies use surveys, data analysis, and direct feedback to gather information about customer satisfaction. Based on this data, improvements can be implemented on the e-commerce platform, the purchasing process can be optimized, and communication with customers can be personalized. Customer satisfaction management not only seeks to resolve issues but also to anticipate consumer needs, creating a stronger and more lasting relationship. In a competitive environment, where options are abundant, providing a satisfying shopping experience becomes a key differentiator that can foster customer loyalty and increase retention rates.
