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BizReport : Ecommerce archives : June 01, 2016

Study: Customer experience falling short

Despite improvements in the targeting of advertisements and retailers' ability to personalize websites and recommendations, the average consumer still feels their shopping experience isn't all it could be. That's the takeaway from new TimeTrade research, which found only one-quarter of consumers have consistent experiences with their favorite stores or brands.

by Kristina Knight

This, despite most executives (93%) saying that they put personalization at the top of their strategy lists.

"While today's retailers seem to recognize the importance of delivering a personalized cross-channel experience, it's clear that their approach is not resonating with shoppers or meeting their growing expectations," said Gary Ambrosino, CEO of TimeTrade. "Today's shoppers are more demanding than ever before. To remain successful in this environment, brands must work to better understand consumer demands and reexamine and evolve their approach to ensure that service is prompt, personalized and consistent across channels."

Other interesting findings from the TimeTrade report include:

• 23% of retail execs say improved impersonalization is part of their upcoming focus
• 45% of execs say physical stores are their most important sales channel
• 19% say social media is their most important channel
• 51% of shoppers say call centers have the poorest experiences
• 26% say in-store experiences are the poorest
• 23% say social media has the worst experience factor

Tags: customer experience, ecommerce, ecommerce experience, TimeTrade

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