How to create an online store: Six things that make a great customer experience
Why Customer Experience Matters When You Create an Online Store
If you’ve ever wondered how to create an online store that not only attracts visitors but also turns them into loyal, repeat customers—you’re not alone. Many entrepreneurs start strong, only to discover that while people are visiting their site, sales don’t always follow.
The truth is, learning how to start an online store isn’t just about choosing the right ecommerce platform or using the latest plugins. Technology matters, yes—but it’s not the magic ingredient. What really makes or breaks your store is customer experience.
Mozello’s CEO, Karlis Blumentals, has seen this firsthand:
“Excellent customer journey should be your main focus at all times. I've seen e-commerce businesses invest large amounts of money to create stylish-looking stores that offer cool features. But that only increases your website traffic – obtaining loyal customers requires more than just a cool website.”
That’s why in this guide, we’ll cover the six essentials of creating a flawless customer journey, plus share extra tips for building trust, reducing friction, and keeping people coming back. Whether you’re just beginning to build an online store or looking to improve your current one, these principles will set you on the right track.
Ground Rules to Follow Before You Build an Online Store
Whether you’re new to e-commerce or already running a shop, you’ve probably asked yourself: Does my store need new technical features to stay competitive?
Here’s the reality—customers rarely care which ecommerce website builder you use. Whether it’s WordPress or a Shopify alternative like Mozello, the platform is secondary.
What they truly care about is:
- Can they trust your product?
- Is your store easy to use?
- How smooth is the checkout and delivery process?
As Karlis puts it:
“It’s not that big of a deal if you can only promise delivery within, for example, two weeks. Especially if you're shipping overseas. But it's important to inform your customer about the real delivery time from the beginning – before they even make the purchase.”
In other words: success in e-commerce is less about flashy tools and more about getting the basics right.
Six Things That Make a Great Customer Experience
Here are Karlis Blumentals’ six golden rules for building an online store that customers love:
1. Provide First-Rate Product Presentation
Buying online is a leap of faith. Customers can’t touch or feel the product, so they rely on your presentation.
“Ask yourself – can your customer feel and experience the product from the visuals and information you provide on your e-store? Digital representation is tricky, but it's not impossible,” says Karlis.
Practical steps:
- Use high-quality photos from multiple angles.
- Add videos for clothing, accessories, or anything customers need to see in motion.
- Write detailed, honest descriptions.
- Include customer reviews for trust and credibility.
Pro tip: Don’t over-edit photos. Misleading visuals lead to returns—and lost trust.
2. Don’t Make Your Customers Dig Deep for Answers
If customers can’t find key info, they’ll bounce to a competitor.
Karlis’ advice is simple:
“Can you answer every frequently asked question in a single click? That's my go-to question to ask somebody doubting if their online store conveniently displays all the necessary information.”
Checklist for easy access:
- FAQs covering shipping, returns, and payment options.
- Clear, upfront delivery costs.
- Easy-to-find contact details.
3. Deliver Quality in Delivery
Delivery can be the dealbreaker. Offer variety and affordability.
- Provide multiple options: courier, pickup points, parcel machines.
- Keep shipping costs reasonable.
- Offer free returns—it’s becoming an expectation, not a luxury.
“Easy and free returns are crucial for new customers. It helps you attract newcomers and keep them for the long haul,” Karlis comments.
4. Make Sure Paying You Is Easy
Nothing kills a sale faster than a checkout that feels like an obstacle course.
Karlis explains:
“As an e-commerce store, you wouldn't want to be the one customers leave because you don't offer convenient payment options, right?”
Action points:
- Accept cards, PayPal, Apple Pay, Google Pay.
- Keep manual bank transfers for certain customers, but don’t rely on them.
- Always provide at least 2–3 different payment methods.
5. Process Fast, Respond Fast, Be Fast
Speed is non-negotiable. From order processing to customer support, fast beats fancy every time.
- Automate order confirmations and shipping updates.
- Use live chat for quick questions.
- Train support staff to respond promptly.
“Many Mozello clients praise online chats – a customer can easily drop a message and receive a response within a few minutes. The speedy response serves as an indicator for the speed of other processes in the online store and facilitates purchasing.”
6. Keep Your Promises
Broken promises destroy trust. Don’t oversell or exaggerate.
- Be realistic about shipping times.
- Describe products accurately.
- Communicate delays honestly.
As Karlis puts it:
“It's you who can make or break the success of your e-commerce business.”
Conclusion: Start Your Journey Today
Creating an online store that thrives isn’t about chasing trends or loading up on features. It’s about focusing on what matters most—your customers’ experience.
As Karlis reminds us:
“If I'm asked what's the secret approach of selling more online, I always say that the success is found in the very basics. Start with improving the six things listed in this article, and only then can you move on to adding some cool new features for your online store.”
With a reliable ecommerce website builder like Mozello, you can start an online store quickly, build a site that works on any device, and focus on what matters most—building customer trust and loyalty.
So don’t wait. Whether you’re ready to build an online store from scratch or improve your existing one, remember: great customer experience always wins.
Ready to Create an Online Store?
Now that you know the essentials of delivering a great customer experience, the next step is to put it into action. If you’ve been wondering how to create an online store that’s simple to manage yet powerful enough to grow with your business, Mozello has you covered.
With Mozello, you can:
- Create an online store today without coding knowledge.
- Use built-in tools for product presentation, payments, and delivery.
- Enjoy a reliable ecommerce platform that adapts to your needs.
- Grow your small business with features designed for entrepreneurs.
Don’t wait for the “perfect time.” The best time to start is now. Take the first step and create an online store today with Mozello — your customers are already waiting for you.