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For Customer Experience Professionals

How Satisfied Are US Consumers With Store-To-Web Shopping?

May 17, 2010

By Adele Sage with Elizabeth Boehm, William Chu, Rachel Zinser

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Why Read This Report

Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on the company's Web site. They cite common grievances like added shipping fees online, inconsistent prices, and difficulty finding products on the Web that they'd seen in the store. To smooth customers' transitions between the store and the Web, customer experience professionals should help shoppers take home enough information to find the same products on the Web and find ways to give in-store shoppers free online shipping.
Tags: Apparel, B2C eCommerce, Brand & Product Web Sites, Consumer Electronics & Technology, Consumer Retail & CPG, Customer Experience Management, eCommerce, Multichannel Customer Experience, Multichannel Retail, Multichannel Selling Strategies, Online Shopping, Retail, Telecommunication Services
US $ 499
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