There is a of buzz about a new report by a new ScanAlert Study called “Digital Window Shopping: The long delay before buying” (get a free copy).
The study says, on average, a consumer takes over 34 hours to make an online buying decision (up from 19 hours in their 2005 study). This is significantly longer than if a customer were buying a product from a brick-and-mortar store.
E-commerce customers do research online before they make purchases. Not only do they do price comparisons, but they also seek out product reviews by experts and people who have purchased the product in the past.
This may account for some of the 60% shopping cart abandonment rate (MarketingSherpa).
Increase Your Competitiveness
- Excellent customer service reduces negative customer reviews. Bad news travels faster than good.
- Quick turnaround from customer ordering to delivery. The major corporations get products into the “mail” within 24 business hours.
- Regularly interact with your sales/customer service representatives to get feedback on what they need to better serve customers.
- Good exchange/return policy.
- Product web pages give information a customer needs to make a decision. Include product dimensions, product awards such as Consumer Reports Ranking, manufacturing warranty, product specifications/details.
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