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)

Website security still baffles online shoppers

To make matters worse for online retailers, 45% of the 1,000 consumers surveyed said they are not confident that they would be able to quickly and easily determine if a website is safe enough to submit their personal information. There is apparently a great deal of confusion amongst consumers when it comes to website security, with 91% of respondents saying more should be done to inform web users about which online security measures they should look for.

Worryingly, despite the fact that a green address bar generally represents the highest level of website security, 71% of consumers were not sure actually what the green address bar actually meant, and 52% said they had never even noticed their address bar turning green when shopping online.

The padlock symbol on a website was the most popular security measure, with 80% of consumers looking out for it - despite this being one of the easiest security measures for fraudsters to fake, because many consumers are looking only to see if a padlock is displayed somewhere on the page, and being completely unaware that the only official 'secure connection' padlock symbol appears in the browser bar, not on the web page itself.

With the Christmas shopping season in full swing, 74% of consumers said they were planning to buy their gifts online, and 74% of those confirmed that they would be more likely to shop with websites that demonstrated the highest levels of security. However, 43% said they have abandoned an online shopping basket in the past because the website requires too much personal information, and 39% said they have abandoned shopping baskets because of security fears when it came to checking out.

"These findings illustrate that there is great uncertainty amongst shoppers about what is deemed to be safe. The padlock symbol on a website is the easiest security symbol to fake yet this is what the majority of people look for, and the green address bar is something that over half of respondents have never even noticed," said Raj Sukkersudha, managing director for MySiteChecker.com. "Website security is obviously of paramount importance to consumers, but they need better guidance on what they should be looking for."

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)