ليه لازم تراجع رحلة العميل في متجرك كل فترة

Sahl Tuesday,02 Dec 2025

Many online store owners in Saudi Arabia focus on advertising, pricing, and store design… but they forget the most important point: the customer journey within the store. The customer journey is the path a visitor takes from the moment they enter until the moment they pay. The problem is that this journey changes over time, customer needs change, and even their behavior within the store changes. Therefore, reviewing it regularly is not “optional”… it’s a necessary step if you want to maintain sales and not lose customers without realizing it.

1. Why should you review the customer journey regularly?

The customer journey might be clear today… but tomorrow it could become complicated without you realizing it. You might add a new product, a new page, a new category, or a new ad, bringing in a completely different audience. All these things change how visitors navigate your store, and if you don’t review the journey, you’ll find your sales have suddenly dropped without you knowing why.

2. What exactly is the customer journey?

The customer journey is the steps a visitor goes through, such as:

* Enters the homepage
* Selects a category
* Browses a product
* Goes to the cart
* Completes checkout

Any step that is confusing or delayed can cause the customer to leave and abandon their cart. A simple journey = higher sales. A confusing journey = lower sales.

3. A story from a Saudi store: The customer journey was the reason

A store in Riyadh was suffering from a very high number of abandoned carts. After examining the customer journey, we discovered that the "Go to Checkout" button was hidden on mobile devices and required practice to find! As soon as we fixed it and made it visible, abandoned carts decreased by 46% in just one week. The problem wasn't with prices or shipping… it was in one step of the customer journey.

4. How do you know if your customer journey has a problem?

There are clear signs:

* Visitors reach the cart but don't complete the checkout.
* Browsing time is long without adding products.
* Visitors open the product but exit immediately.
* The checkout page has a high volume of exits.

These are all signs that tell you: “The customer journey needs review.”

5. Simple steps to review the journey yourself

To perform a simple check:

* Access your store from your mobile phone, not a laptop.
* Try purchasing a product as if you were a new customer.
* Pay attention to any step that seems annoying or unclear.
* Try purchasing from an ad and see where it goes directly.

This experience will reveal many problems that you might miss from your dashboard.

6. Why should journey review be ongoing?

Customer behavior changes with seasons, holidays, promotions, and even with changes in audience demographics. A new ad brings a different type of service… and this audience requires a different journey. Therefore, regular review – even monthly – helps you discover problems before they escalate and maintain consistent profits.

7. Important Elements to Pay Attention to in the Customer Journey

Some of the most important points to review include:

* Clear purchase button
* Simple product page
* Easy product addition to cart
* Concise checkout steps
* Clear shipping and payment options

Each of these points directly impacts the purchase decision within seconds.

8. How Does “Sahl” Help You Improve the Customer Journey?

At Sahl, we conduct a complete review of the in-store customer journey. We identify points of distraction, refine the path to ensure clarity and ease of use, and increase conversion rates without completely redesigning the store. We focus on details that customers see but store owners overlook, and provide practical solutions that directly boost sales.

The customer journey isn't static; it's a dynamic element, just like the market itself. If you don't review it regularly, you'll miss out on many opportunities without realizing it. A clear and simple journey means higher sales, a fuller cart, and a better customer experience. With the intense competition in Saudi Arabia, your customer journey needs to be meticulously planned and defined step by step.