How Good Is the Customer Experience YOU Offer?

For many consumers, the shopping experience is as important as — or more important than — prices in influencing their purchase behavior. And with today’s extensive amount of competition, consumer patience is at an all-time low.

Melissa Global Intelligence is a firm that provides in-depth data quality tools and services. It recently published “What Kills the Customer Experience?” by Nathan Safran:

“Melissa recently commissioned NAPCO Research for a wide-scale survey of 126 E-commerce managers. Participants were asked to speak specifically about their perceptions regarding 1) obstacles to customer conversion and loyalty and 2) the role of improved data accuracy in approaching these challenges. Our findings revealed that in the life cycle of the online purchase, two primary ‘pain points’ are evident: checkout and delivery. For customers, these intersections can yield a sense of dissatisfaction sufficient to cause shopping cart abandonment or even refusal to shop at the site in the future.”

 
Click here to access an interactive, scrolling version of the article.

Click each image below to access the individual pages of the article in a large format.

 

This entry was posted in Online Retailing, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer and tagged , , , , . Bookmark the permalink.

One Response to How Good Is the Customer Experience YOU Offer?

  1. Pingback: Engineering a Great Retail Customer Experience | Retailing: From A to Z by Joel Evans

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