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08 Sep


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Online Shopper Satisfaction Down, Opportunities for Engagement Up

September 8, 2011 | By | No Comments

Online shoppers are less satisfied than they were a year ago, according to an iPerceptions report:

60% of shoppers who were ready to buy left without what they came for. Ouch!

  • · 42% couldn’t find what they wanted
  • · 30% said the product wasn’t available
  • · 12% said they couldn’t get the product info they wanted

And what about those who were just shopping? 73% said they completed their shopping task, but…

  • · 23% couldn’t find what they wanted
  • · 30% said the product wasn’t available
  • · 30% said pricing or product comparisons weren’t clear

Wow! The numbers indicate that online storefronts may need to do a better job in some areas, like providing clear price information. But there are also plenty of opportunities here for social media savvy companies to narrow those satisfaction gaps:

Social media monitoring gives insight into what customers want, from product design to customer service.

Online engagement, the Johnny-on-the-spot kind, will help answer those questions customers have about, for example, product comparisons.

Learn more by attending our free webinar “Customer Support Goes Social – 3 Important Business Lessons and the Pitfalls to Avoid.” On Wednesday, September 14th at 2 p.m. (ET), OfficeArrow co-founder and author of “Social Media Leadership: Get Off the Bench and into the Game”  Mike Lewis and Social Strategy1 President and Chief Intelligence Officer Steve Ennen will share advice you can put into action. Attendees will also have the opportunity to win a variety of prizes—so don’t miss out!

Image: Danilo Rizzuti /

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