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Why the Online Customer Experience in the UK Matters

WHY THE ONLINE CUSTOMER EXPERIENCE IN THE UK MATTERS FORESEE RETAIL SATISFACTION INDEX: UK CHRISTMAS EDITION Christmas has always been a critical time of year for retailers, but the shift to online shopping means retail websites must have a laser focus on satisfying their customers. 57% ONLINE SHOPPING IS GROWING UK shoppers will do over half of their Christmas shopping online this year.* *Internet Retailer THE GROWTH OF ONLINE RETAIL HAS OUTPLACED IMPROVEMENT OF THE CUSTOMER EXPERIENCE GROWTH OF ONLINE RETAIL VS. SATISFACTION 40 While online shopping has grown tremendously in the UK since 2007 customer satisfaction is increasing at a slower pace, presenting an enormous opportunity for online retailers to differentiate themselves by improving the customer experience. Spending** Satisfaction*** 30 20 10 2007 2008 2009 2010 2011 2012 **Verdict Research ***ForeSee Data CUSTOMER EXPECTATIONS ARE SET BY THE BEST CUSTOMER EXPERIENCES Some online retailers are getting the customer experience right while others fall behind. Shopper expectations are set based on their best experiences, and retailers who are who are lagging will not be able to compete without working harder to satisfy their customers. TOP 3 BOTTOM 2 MIND THE GAP 86 84 amazon.co.uk ryanair.com 61 netflix.com 68 amazon.com johnlewis.com 80 67 %, SATISFACTION 61 62 58 MATTERS NOW MORE THAN EVER! Satisfied customers are more likely than dissatisfied customers more committed to the brand overall more likely to purchase from the retailer online more likely to purchase from the retailer next time to be: more likely to recommend the retailer FORE SEE Sources: Internet Retailer, Verdict Research, The ForeSee Online Retail Satisfaction Index (UK Christmas Edition 2012)

Why the Online Customer Experience in the UK Matters

shared by MarianneGK on Dec 20
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Christmas has always been a critical time of year for retailers, but the shift to online retail – with 57% of UK consumers buying online this year – means retail websites must have a laser focus o...

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