The Customer Experience Maturity Model in the E-Commerce Processes

Electronic commerce is having an exponential growth. In consequence, it is presence in various economics areas increases, even in many cases sales channels are being replaced by online channels. Despite this, the expansion of online website is not enough for the customers since companies do not see a good shopping experience as priority. This means they do not finalize the purchase or a future purchase due to a bad experience. On this basis, this study suggests a maturity model that gauges the E-commerce customer experience, using emotions, metrics and tactics. The maturity model application in a Small and Medium Enterprise of the retail area showed its simple and practical use.