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Online retailers fail to deliver website performance | | 2008/09/22 | | Many online retailers fail to deliver user-friendly and reliable websites to customers, new research has found.
In their Online Customer Experience survey the online behavioural analysis firm Tealeaf found that 90 per cent of customers encountered problems when buying products online.
The financial implications are clear as 50 per cent of customers reported abandoning sales altogether.
Customer experience strategist Max Blumberg suggests many firms are failing on usability, something he says smaller retailers are particularly guilty of.
The statistics emphasise how website monitoring can be used in order to understand how users interact with retail sites, as well as reducing the technical difficulties customers may encounter.
A report by eMarketer predicts that business-to-consumer sales over the internet will be worth almost £60 billion this year.
It also showed that consumers are increasingly looking to the internet for bargains as rising fuel costs and falling household spending take their toll on conventional retailers. |
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