التجارة الإلكترونية من منظور العميل مش صاحب المتجر

Sahl Thursday,18 Dec 2025

When a store owner looks at their website, they often see the effort, costs, development, and features they've worked on for months. But the customer approaches it from a completely different perspective. They're not interested in how much effort went into it, or how the website was programmed; they're interested in one question: *Is this experience comfortable or not?*

1. The customer is here to solve a problem, not to look around.

The customer isn't here to admire the design or appreciate the technical work. They're here because they need something or want to experience a certain feeling. If the store doesn't provide that solution quickly, their interest diminishes, even if the product is excellent.

2. Every extra step means less energy.

The customer operates with limited mental energy. Lengthy registrations, numerous choices, complex pages… all of this consumes their energy. From their perspective, ease of use isn't a luxury; it's a fundamental requirement for continued success.

3. Price isn't the first thing people notice.

Contrary to what many store owners believe, the customer usually sees the overall impression first. Is this place comfortable? Does it look trustworthy? If that impression is negative, a lower price won't save the experience. 4. The customer doesn't trust words… they trust evidence.

Phrases like “best” and “cheapest” no longer have much impact. What matters are the small details: clear information, genuine customer reviews, and a well-understood return policy. These are the things that build trust from their perspective.

5. Comparison is always on their mind.

Even if they don't open another store, their mind compares to previous experiences. A faster store, a clearer store, a less intrusive store. Anything that makes them feel this experience is weaker than what they remember will cause them to leave.

6. The customer hates feeling pressured.

Exaggerated offers, excessive countdowns, and numerous pop-ups… from the store owner's perspective, these are sales tools, but from the customer's point of view, they can turn into a feeling of discomfort or doubt.

7. The purchase isn't the end of the journey.

The customer considers the entire experience, from the first visit until receiving the product. If the post-purchase experience is confusing or communication is poor, the final impression will be negative, no matter how easy the purchase itself was.

8. The customer won't understand you if you don't speak to them in their own language.

Excessive technical jargon, complex terminology, or lengthy, unhelpful explanations are all barriers. The customer wants to feel understood, not that they're being ostentatious.

9. The worst feeling for the customer is being "alone."

Unclear steps, a lack of support, or difficulty in communication create a feeling of being abandoned. This feeling is enough to make them close the page, even if they intended to buy.

Ultimately, from the customer's perspective, e-commerce isn't about products or platforms; it's about feelings. A feeling of ease, security, and comfort. The successful store is the one that sees itself through the customer's eyes, not the owner's, and designs the experience accordingly.