Potential customers that have a bad experience with a retail website are much less likely to then visit a brick-and-mortar outlet for that store, according to new Allurent survey of more than 700 consumers reported by Marketing Charts.
Almost 40% of consumers surveyed said that if they had a bad online shopping experience it would make them less likely to visit a real world outlet for that shop, while 60% said a negative online experience would damage the image of the retailer’s brand.
More than 80% of those surveyed said they would be less likely to return to a site after having a negative online shopping experience there – suggesting that online retailers have one chance to make a good impression with potential customers.
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