Avoid the $6 Billion Customer Experience Gap
December 16, 2024

According to a study conducted by Creative Good and co-branded and distributed by Synchrony, even the most well-known and respected e-businesses have a lot to learn about creating and sustaining a positive customer experience, especially in times of peak demand. The "Holiday '99 E-Commerce" report found that 39 percent of test shoppers at 10 leading online retailers were unable to complete transactions due to poor site design and inadequate customer relationship management resources. This rate of failure translates into a $6 billion loss of potential revenues this holiday season.

Furthermore, 56% of test shoppers' attempts to use site search engines failed. If these attempts had succeeded, and only 25% had resulted in purchases, online retailers would have earned an additional $3.9 billion this year.

According to Synchrony, when you add the cost of poor customer service and the marketing dollars spent driving consumers to sites that don't work, these figures climb much higher.

The Holiday '99 E-Commerce study is available at http://www.creativegood.com/holiday99/ indexv.html.