As more consumers go online to purchase retail products, merchants will be focusing their efforts on creating attractive and easy-to-use websites as well as applications to boost mobile commerce. One aspect that needs more attention when it comes to internet shopping is the consumer experience that brands are providing.

Many retailers are not offering their web shoppers the experiences they are looking for, leading to decreased satisfaction and retention, according to recent research from Econsultancy. More than half (60 percent) of companies surveyed stated they are providing their customers with only average or less-than-average digital experiences through the internet and mobile channels. Merchants are not taking consumers’ expectations into consideration, and are therefore failing when it comes to offering satisfactory experiences online.

Fortunately, there are several strategies that businesses can use to enhance digital shopping experiences for shoppers. Business 2 Community recommends that including a frequently asked questions page can give many customers the answers they are looking for. For consumers needing more information, offering live web and even video chat helps to significantly boost satisfaction. In addition, letting patrons know about shipping and delivery charges up front keeps them from being surprised by extra fees at the end of their transactions, the source notes.

This entry was posted by Retail Pro on Wednesday, February 13th, 2013 at 4:53 am .