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For the third consecutive year, about nine out of 10 consumers conducting transactions online (87 percent) say they have experienced problems - and 42 percent of those have switched to a competitor or abandoned the transaction entirely, according to a Tealeaf survey conducted by Harris Interactive, reports MarketingCharts.
Another 52 percent who have experienced bad customer service from a company’s contact center, following an online issue, have completely stopped doing business with the company, according to the findings.
As e-commerce continues to grow - Forrester Research estimates 2007 online retail sales at $157.4 billion and expects sales to reach $271.6 billion (or 9 percent of retail sales overall) by 2011 - so does the risk of leaving more money on the table.
“We’re in a ‘perfect storm’ as users’ dependency on ecommerce grows and their patience for bad online experiences wears thin,” said Rebecca Ward, CEO, Tealeaf. “More than a decade into ecommerce, we’re increasingly savvy online consumers, and we’re no longer willing to put up with experiences that do not live up to our expectations.”
Other findings from the study:
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Glamour magazine is running its photo of Britney Spears not only on the cover of the U.S. edition, but on the covers in seven other countries, as well.
Britney will grace Russia, Sweden and Greece’s editions of Glamour, among others.…
Titan Worldwide has signed a five-year deal with the Delaware River Port Authority to manage out-of-home advertising for the Port Authority Transit corp.
The contract covers advertising on PATCO’s rail service and stations between Southern New Jersey and Philadelphia, writes …
Publicis has acquired full-service agency W&K Communications, continuing its Asia expansion that began several years ago.
W&K will be pulled under the umbrella of Publicis’s Burnett agency network, and will be renamed Leo Burnett Beijing Advertising, writes Adweek.
Other recent Publicis…
With only four weeks separating Thanksgiving and Christmas this year, Cyber Monday One (December 1) and Cyber Monday Two (December 
may command a greater share of online sales than they have in years past - thus increasing the importance…
Top American non-luxury auto brands received higher ratings and less negative comments from online consumers than competing Japanese brands, according to an analysis of consumer opinions collected from automotive review websites by Biz360, MarketingCharts reports.
The research, which aggregated a year’s…
