Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

UK consumers prefer to shop online than in stores

Two-thirds browse online stores, looking for bargains

In fact, the British consumer shops online six times per month on average, with 25-34-year olds being the most active, shopping on a retailer's website eight times a month.

The study also identified striking similarities between the sexes with 27% of men and 25% of women shopping online at least once per week. Perhaps surprisingly (due to there being a wide range of retailers in their immediate locality), Londoners were found to be the most active online shoppers in England, indulging in e-commerce retail therapy on an average of seven days each month.

The research also examined the psychology of shoppers and the opportunity afforded to brands to capitalise on consumers through their website experiences. When asked separately how often the following statements applied to them when visiting a website, only 13% of consumers knew exactly what product they want to buy every time they visit an eCommerce website with 42% saying only some of the time.

Almost two thirds of shoppers (65%) like to have a browse or general look around every time or a lot of the time they shop, and online stores are also increasingly becoming a source for shopping inspiration.

A third of all consumers (33%) look for brands to suggest product options or give tips about the latest trends every time or a lot of the time they visit a site. This may explain why 2 in 5 people (43%) said they were more likely to make an unexpected purchase online than in-store.

The research also revealed that after the cost of the product (58%), free delivery and return options (57%), the search function (29%) were the third most important aspect for consumers when choosing to shop on one website over another.

And 61% of consumers use the search option every time or a lot of the time when shopping online, with the research also finding that the quality of a website's search function directly affects the number of sales. In fact, 63% of consumers said they are less likely to make a purchase if the site search isn't good and they can't find what they're looking for.

"As we see more and more consumers going online, and more frequently, this presents a great opportunity for e-commerce retailers but it also means more than ever that they need to get the digital experience right," said Angel Maldonado, Founder of EmpathyBroker. "The search function is becoming increasingly important, and not just as a tool to find something specific but also as a means of inspiration. Moments of joy in digital are very real. They can be achieved when we're pleasantly surprised by something that fulfils our goals, whether that's something we're actively looking for or not."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)