Have you seen Easy Ways To Make Marketing Pay?

This is the marketing playbook that will help keep your business at the top of every customer's mind - and wallet - and help you increase Profits, Customer Satisfaction, Customer Retention, Customer Loyalty and Word-of-Mouth Advocacy, both online and offline.

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Most customers are unhappy with online shopping experiences

Simple customer satisfaction is no longer enough to compete

The research, which surveyed 4,000 consumers and over 500 marketers across the UK, US, France, Germany, Austria and Switzerland, exposes the areas of digital experience where brands are bringing - or failing to bring - happiness to their customers, and aims to prepare brands for the next generation of online experiences.

What makes customers unhappy?
It revealed that the top three causes of customer unhappiness when shopping online are when a site uses pop-ups and adverts (49%), when a site or app crashes during checkout (48%) and when a discount code doesn't work at checkout (45%).

Other elements of online shopping that make people unhappy include when a website or app goes offline (23%), and when a customer can't find what they're looking for (42%).

The research shows that for almost a third, online shopping is associated with boredom, frustration and even anxiety. Of all the respondents, 30% reported feeling merely "content" with their digital shopping experience.

The Covid Effect
With 37% of respondents saying they will avoid physical stores this holiday, the report highlights the need for brands to realize that the battleground is now fully digital and they can no longer rely on footfall to drive sales. Instead, Contentsquare suggests that 2021 will be the time for brands to get serious about making online experiences just as good as (or better than) those in-store.

Commenting on the findings, Jonathan Cherki, CEO at Contentsquare said: "The end goal of any great digital experience should be to ensure customers leave your app, site or online store happier than when they arrived. The days of talking about customer 'satisfaction' or judging success based on NPS scores are over. Now, as encounters in the physical space become more distanced and remote, brands must endeavour to make more meaningful, emotional connections with their customers.

"In 2021, digital happiness will be a major part of this effort, with brands working hard to create experiences which don't just leave customers satisfied, but genuinely bring them joy. The need to build positive experience is also being accelerated in 2021, with Google launching a new ranking algorithm designed to judge web pages based on user experiences. It will score a webpage on a number of areas of a site's pages, including load time, interactivity, and the stability of content as it loads," concluded Cherki.

Have you seen Easy Ways To Make Marketing Pay?

This is the marketing playbook that will help keep your business at the top of every customer's mind - and wallet - and help you increase Profits, Customer Satisfaction, Customer Retention, Customer Loyalty and Word-of-Mouth Advocacy, both online and offline.

This 120+ page report distils a whole spectrum of marketing best practices, do's and don'ts, practical how-to's, research and wisdom from respected global marketing veterans, explaining both emerging and established marketing techniques, technologies, strategies and practices, and providing you with the data you need to support the best decisions for your new, more profitable, more engaging marketing strategy.

In this comprehensive report you'll find all the information and support you need to build and improve a profitable, effective Marketing Strategy that covers all aspects of your business and customer base.

It also highlights all the hard facts, practical know-how and trends drawn by our experts from the global Marketing Factbook's vast database of market data, studies, research and white papers, and presents you with an invaluable library of ideas and practical support you can call upon at will.

This is no average 'state of play' report; it's the only 'Fact Book' that helps you implement and manage meaningful and profitable change, and help you grow your bottom line despite a slowing economy.

You'll gain a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profit-generating marketing strategy.

Get it on Amazon (Kindle/Print)