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Customer Experience: Lessons for Loyalty
Doug Mack Vice President & General Manager Consumer & Hosted Solutions Adobe
 
Customer
Experience:
Lessons for Loyalty 
 
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Customer Experience: Lessons for Loyalty
Online retailers are locked in a erce, ceaseless ght or brand loyalty. Unlike the physical world, shoppers can—and regularly do—visit ve online stores in ve minutes. Shoppers don’t get in their cars, drive to a store, ll ashopping cart with merchandise and then walk away, and yet shopping cart abandonment is a huge unresolvedproblem online. And shoppers also don’t talk to strangers on the street about where or what to buy, and yetstrangers are now powerul inuencers online.Tis whitepaper describes the challenges in attracting and retaining brand loyalty online, and presents solutionsthat can be aordably implemented today by any online retailer. Our conclusions are based in part on a study commissioned by Adobe rom Te BRS Group, a market research rm based in San Raael, Caliornia.Tere are ew barriers to entry in opening an online store, which is both a blessing and a curse. A blessingbecause anyone with a ew good ideas and minimal investment can launch a website. A curse because the web isnow bursting with online retailers o wildly varying quality, some o whom create bad experiences or shoppersthat taint everyone.Te BRS Group helped dene the challenges by surveying 604 online shoppers in the United States duringFebruary 2009. Te shoppers ranged in age rom 20 to 54. More than hal o survey respondents (53%) reportedshopping online 10 or more times per month, including 24% who shop online 20 or more times per month.Respondents considered themselves “savvy” or “literate” computer users, and spent at least two hours a week online or activities other than email.
Real-World Reputation Doesn’t Equal Online Awareness
Online retailing is truly a dierent world rom the physical realm o brick and mortar stores. An establishedreputation in brick and mortar doesn’t translate into an instant connection with customers online, whereweb-only retailers have staked out commanding leadership positions. When BRS asked the survey group toname (unaided recall) at least three web sites they requently visit or shopping, only two retailers scored above20 percent—Amazon (72 percent) and eBay (45 percent)—and both are online-only. Just our brick and mortarnames scored 6 percent or better: arget (16 percent), Wal-Mart (12 percent), Best Buy (11 percent), and Macy’s(6 percent.)
Gender AgeTotal Male Female 20-39 30-39 40-54
Visit frequently for shopping 604 304 300 168 222 214% % % % % %Amazon72 78 67 68 76 71eBay45 50 39 47 43 45Target16 12 20 12 21 14Overstock14 14 15 12 16 15Wal-Mart12 10 14 12 12 13Best Buy11 16 6 16 9 9Macy's6 3 9 7 7 4Buy6 10 2 4 6 7
Q: Name at least three web sites that come to mind when you think of web sites that you frequently visit  for shopping.
 
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Customer Experience: Lessons for Loyalty
More than 270 sites were mentioned by ewer than 6 percent o shoppers. Most online shoppers, in other words,are already conditioned to avor a ew big names, making it dicult or any retailer—whether established or juststarting out—to break through the clutter and build signicant brand awareness.
Shopping Cart Abandonment Is An Epidemic
Online shoppers are incredibly ckle, requently lling shopping carts and then walking away. BRS ound that astaggering 79 percent o online shoppers abandon shopping carts—57 percent “once in a while” and 22 percent“very oen.”
!ery &'en22%Once in a while57%Rarely19%Never2%
Q: How often do you place products in a shopping cart and then abandon the purchase beforecompleting it?
79%
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