A Word To Make Your Clients Wise

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May 29, 2018 by Mark Maier

Experience.  More importantly, the Customer Experience, whether your clients have strictly Brick and Mortar operations are if they are also engaging in E-commerce, Customer Experience is the key to the new markets and retaining or growing customer value.   MediaPost reports that is especially important for online retailers who fight against Amazon who is the king of Customer Experience...

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To better understand the state of contemporary consumers, the Namogoo study asked more than 1,300 online shoppers about their shopping habits, what online and offline distractions are competing for their attention, and what factors most influence them to embrace, or abandon, their online shopping experience. 

Key Findings: 

The numbers revealed in this survey indicate that online shopping is a regular part of consumers’ routines, and that a significant portion of online consumers are active shoppers. 42% of consumers stated they shop online at least once per week, while 26% indicated they shop online two or more times per week. Only 18% of consumers stated they shop online less than once a month. In terms of dollars spent, nearly half of consumers stated they spend more than $100 per month online, with 6% spending over $500 per month. 

How Often Do You Shop Online?

Frequency

% of Respondents

Daily 

6.85%

Two or more times per week 

19.10%

Once per week 

16.47%

Once every two weeks 

16.11%

Once per month 

23.25%

Less than once per month 

18.22%

 

On Average, How Much Do You Spend Online Per Month?

Expenditure Amount

% of Respondents

Under $100 

50.07%

$101-250 

32.51%

$251-500 

11.66%

$501-750 

2.77%

$751-1,000 

1.97%

Over $1,000 

1.02%

Source: The 2018 Online Consumer Behavior Study, Namogoo,

Similar to other mobile commerce research, our consumer responses showed that mobile shopping accounts for a significant percentage of overall shopping. 44% of online shoppers stated that they use their smartphone to shop more than any other device.

What Device Do You Use The Most To Shop Online? 

Desktop or laptop computer: 

48.32% 

Smartphone: 

43.59%

Tablet: 

8.09% 

Source: Namogoo

When asked to select the top reasons that influence their decision to shop at an online retailer, consumers four specific reasons stood out: prices, shipping, selection, and delivery time. These were the top reasons across all segments including gender, age, and monthly spend. 

Top Reasons That Influence Decision To Shop At An Online Retailer

Influence

% of Respondence

Prices 

94.17%

Low cost or free shipping 

90.34%

Selection

78.45%

Fast delivery 

75.54%

Free returns 

42.33%

Source: Namogoo

Shipping fees are most responsible for cart abandonment 

Consumers are most likely to abandon an online shopping cart over shipping costs and other extra fees. Chosen by 77% of respondents, this was the main cause for abandoning a purchase by a wide margin. 

Top Reasons To Abandon An Online Shopping Cart

Shipping/other fees are too high 

77.15%

The website has errors or crashes 

60.91%

I have to create an account 

60.28%

Payment security concerns 

53.19%

Promo code doesn’t work 

46.57%

Long/complex checkout process 

46.02

Source: Namogoo

Ohad Hagai, SVP Marketing, concludes by noting that, “while retailers can’t control the offline issues, they can control the online experience. Competing successfully in such a landscape demands that organizations adopt a customer- centric approach, and stay ahead of the technological curve by implementing proven methods that make every touchpoint of their customers’ experience seamless.” 

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