The Great Customer Experience Divide

There is a clear disconnect between retailers’ strategies and shoppers’ expectations.

For example, 69% of retailers say they offer a superior online experience, according to research from IBM and Econsultancy. However, 51% of customers who left a company that “failed them” blamed a poor online experience.

This infographic, courtesy of IBM, outlines key takeaways from the survey of 276 businesses and 1,135 consumers.

There is a clear disconnect between retailers’ strategies and shoppers’ expectations.

For example, 69% of retailers say they offer a superior online experience, according to research from IBM and Econsultancy. However, 51% of customers who left a company that “failed them” blamed a poor online experience.

This infographic, courtesy of IBM, outlines key takeaways from the survey of 276 businesses and 1,135 consumers.

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Source: IBM