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Many e-commerce store owners in Saudi Arabia focus on design, pricing, and offers, but overlook the most important point: the actual customer experience inside the store.
Your store may seem complete from your perspective as a business owner, but the customer sees it in a completely different way.
The best way to understand the customer is to experience the experience firsthand—as if visiting your store for the first time.
This way, you discover the small details that can differentiate between a customer completing an order and one who leaves the site two minutes later.
1. Run your store as if you were a visitor who doesn't know you.
Start from scratch. Don't log in or use your stored data.
Type the store name into a search engine and see how it appears in Google Saudi Arabia's results.
Is the title clear? Do the images in the results encourage you to click?
This is where you begin to notice whether the store attracts the visitor at first glance or needs improvement in the interface and titles.
2. Try navigating through the pages through the customer's eyes.
Imagine you want to buy just one product, for example, a Bluetooth headset.
Can you reach it easily?
Try searching, navigating through the sections, and adding the product to your cart.
If you feel that the steps are too many or the site is cumbersome, this is a sign that a real customer might get bored and leave.
In Saudi stores, speed and ease of access are the most important factors in keeping customers on the site.
3. Follow the checkout experience step by step.
The checkout process is the critical stage where many customers abandon their cart.
Try all the available payment options yourself: Mada, Apple Pay, cash on delivery...
Is the page easy to navigate? Are there too many steps or annoyingly demanding information?
Saudi customers love speed; any delay or complexity in payment can cost you an entire purchase.
4. Test the mobile experience before the desktop experience.
In Saudi Arabia, more than 80% of online purchases are made via mobile.
So, you need to view your store from your mobile screen, not your laptop.
Is the website consistent? Are the buttons clear? Do the images appear attractive?
Some stores optimize the desktop design and forget about mobile, resulting in a poor experience that makes customers leave immediately.
5. Try communicating with technical support as if you were a real customer.
Send a simple inquiry to technical support or via WhatsApp.
See how long the response takes? Is the approach friendly and gives you a professional impression?
In the Saudi market, communication style plays a major role in the customer's impression of the store.
A cold or slow response gives the impression that the store is uninterested, while a quick and courteous response makes the customer feel cared for and trust you more.
6. Try different scenarios.
Experience more than one:
* A customer who doesn't know the product and wants to inquire.
* A customer wants to return or cancel an order.
* A customer encounters a payment problem.
These tests help you identify all the potential pain points for any user.
Every time you improve the customer experience, you increase your chances of sales and reduce the rate of purchase cancellation.
7. Use customer feedback as a real development tool.
After you've tested it yourself, read actual customer reviews.
People in Saudi Arabia love to express themselves openly and will often mention the problems they've encountered.
Take their feedback seriously and use it as a roadmap for improving the store.
Even if a comment is simple, like "the site is a bit slow," it's a golden reminder that you should act on immediately.
8. Share your experience with your team and make it a monthly habit
Make the "secret customer" experience a regular habit every month.
Ask one of your employees or even a friend to try out the store without telling them what you want them to experience.
Record their feedback and see if the overall impression is positive. Easy? Quick?
Large stores in Saudi Arabia, like Noon and Souq.com, consistently rely on this approach because they know that customer experience is the key to continued success.
Testing your store as if you were a new customer isn't just an exercise; it's a smart step that lets you see your store through the eyes of the people who buy from you.
In a crowded market like Saudi Arabia, characterized by conscious customers who value easy and quick experiences, improving customer experience has become a necessity, not a luxury.
Start with yourself, experiment, take notes, and continually improve—because the store that listens to its customers is the one that will endure and succeed.
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