A three-country, 52-retailer study of the digital shopper's user experience during holiday 2018 has generated a valuable "to do" list for the upcoming holiday season. Getting online CX right is a high-stakes proposition: 72% of shoppers will abandon a retailer that produces poor search results, and 87% will abandon their cart if the overall process is too complicated.
The sorest CX pain points for online shoppers included:
- Items are available during the browsing process but are out-of-stock during checkout;
- Customers are not informed about shipping fees or arrival time until after completing their purchase; and
- Store processes and associate instructions differ by location and individual.
Get more information about improving e-Commerce CX in this infographic from Applause.