When it comes to online customer experience Amazon is way ahead of competitors, according to Conversity research data.
More than half, 55%, of consumers ranked the e-commerce giant as being best, with Walmart landing in second as cited by 11% of U.S. consumers. The third spot belongs to Target, Best Buy and eBay, all mentioned by less than 4% of those surveyed, according to a press release.
When it comes to choosing a retailer 51% make the choice based o previous online shopping experience and 47% said access to detailed product information had a major impact on which retailer they shopped with.
Additional research highlights included:
- 51% of customers choose a website based on previous positive experiences.
- 46% cite discounts and coupons as important – a good way of getting customers to add to cart and build brand connection.
- 45% like a clear, well-designed website that provides a simple user experience.
«It has become ingrained in the consumer psyche as a company that prides itself on reliability, ease of use, speed of service, and high-quality customer service. These attributes breed loyalty, and given how important loyalty is to an existing retailer according to our research, consistency of service is one of the key reasons behind Amazon’s dominance,: Brad Christian, Conversity global chief customer officer, said in the release.
«Amazon might be top notch in the eyes of customers for now, but other retailers have an opportunity to steal share with the right approach. Competing on price will always be important, but humanizing the online purchase experience more effectively is where the real differences can be made.»
