Slow site? Bad navigation? Irrelevant search? Shoppers’ patience — and brand loyalties — are at rock bottom while expectations are soaring.
In this report, 4,000 consumers weigh in on their experiences. Find out where they’re feeling let down, spot opportunities and plan your strategy to capture the hearts, minds and wallets of today’s (and tomorrow’s) shoppers.
Key insights include:
- Only a fraction of customers begin their journeys on retailer sites;
- More than two-thirds say personalized shopping is still lacking; and
- More than half of Gen Z say they would like to avoid Amazon.