Bad online experience closes off other channels

How important is the online channel to the success of your brand?  EXTREMELY!  A new survey finds that 41% of shoppers are less likely to shop offline after having a bad online experience.

According to Internet Retailer, “An increasing number of online consumers say that a bad online shopping experience at a multi-channel merchant makes it less likely that they’ll shop at the same retailer’s stores.”  The survey, conducted by Allurent, also found that 59% of respondents will have a more negative view of a brand after a frustrating online experience.  Additionally, 82% of consumers surveyed said they were less likely to return to a website that offered a poor experience.

This provides a rather compelling argument for enhancing your site with a number of features that improve the customer experience, including technology to increase personalization, improve support and deliver seamless integration across channels.