Page 25 - How Top Merchants Create the Best Customer Experience
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25 CUSTOMER EXPERIENCES DRIVING CONVERSION
HOW TOP MERCHANTS CREATE THE BEST CUSTOMER EXPERIENCE
Shoppers rank the CONSUMER INSIGHTS
most important Which website attributes or conditions are
site attributes for most likely to lead you to place an order on a
retail website when shopping online?
conversion
51% 45% 39% 25%
Quality/quantity Overall Ample product Site search that
of product experience information and returns relevant
reviews imagery results
14% 8%
Videos including Interactive
product demon- tools
stration
Digital Commerce 360 survey, 1,108 online shoppers, January 2022
Customer CONSUMER INSIGHTS
service plays Which website attributes or conditions are
most likely to lead you to place an order on a
a vital role in retail website when shopping online?
driving online
purchasing Easy access to onsite 25%
customer service
Ability to contact customer service 22%
multiple ways including text and social
Digital Commerce 360 survey, 1,108 online shoppers, January 2022
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