How Many Customers Are You Losing Because of your Website?

by | Oct 28, 2014

I come across lots of businesses with crummy websites.

They are:

  • old and dated
  • not completed
  • hard to navigate
  • not mobile friendly

Pick any one of the above and you are losing business because:

  • customers can’t reach you
  • your old site casts a negative image on your company
  • customers will find a site that works for their needs and wants

Last week I read an article from Mediapost regarding the mobile shopping experience.

Mobile, in case you don’t know is the term used to describe accessing the web on a device besides a desktop or laptop computer.  It could be a smart phone, a tablet, or any devise that a customer can use while walking.

I’m here to help you stop losing those customers.

I work for Federated Media in Fort Wayne, Indiana.  Specifically for WOWO Radio, the most listened to station in this city.  But I also have under my belt, another division called Federated Digital Solutions.  This team has been growing and growing and growing over the years by scooping up the most talented folks from other firms along with the brightest graduates and recruiting a few of us who have experience in both traditional media and new media.

Federated Digital Solutions began as a supplemental service offered exclusively to our radio clients but we have expanded and now also offer our services to anyone, anywhere in the U.S.A.

Contact me and we’ll see how to help you… but hang on a second.

The solution to those old clunky websites that are not mobile friendly?

We have that too and it’s pretty simple and has legs.  Ask me about it.

Still not convinced you need to update your online presence?  Read the Mediapost article that caught my eye:

Mobile Shoppers Need Better Customer Care Or They’re Out

 

According to new research from Contact Solutions, 30% of shoppers chose physical stores for less than half of their everyday shopping, while 52% do more than half their online shopping with online retailers, and 30% shop on mobile at least as much as they do on a computer.

Consumers are shifting a significant portion of their purchases from retail stores to the web at an ever- increasing pace. According to Forrester Research, U.S. online sales will top $400 billion in 2018, and nearly $1 trillion worldwide, says the report.

Consumers have high expectations for retail care when shopping via a mobile device, says the report, and if those expectations aren’t met, 71% say they’ll abandon the experience entirely. But 75% of shoppers say the ability to get “customer care” impacts their shopping experience, says the report.

However, 55% of respondents struggle at least 20% of the time when using a mobile app to shop. Separately, 43% say they have come to expect no customer service at all from mobile apps.

Mobile Owner Response to In-App Shopping Difficulties (Share of Respondents)
Response

% of Respondents
Close app and abandon cart

51.3%
Go to web using desktop or laptop

36.9
Go to store and shop

11.5
Call customer service

8.2
Source: Contact Solutions, October 2014

In fact, 77% will be more likely to return to the app, and 95% say “great customer experience” will make them more likely to do business again. The study found that 92% of shoppers say it would be helpful to have customer care automatically provided within an app to help complete a task.

Consumers have less time, are more price conscious, and have access to more information than ever before, and that’s changing buying behavior, says the report. As a result, consumers are shifting a healthy portion of their online purchases from the web to smartphones and tablets. Mobile shopping has arrived.

Some key findings from the study include:

  • 3 out of 4 shoppers shop online, and 30% of shoppers shop on a mobile device at least as much as they shop on a computer
  • 1 out of 10 shoppers already prefer mobile apps exclusively for their online shopping
  • 16% consumers say they struggle with mobile shopping apps at least half the time, and 38% of respondents said they are disappointed with the inability to get help within a mobile app
  • 51% abandon the cart and close the app (lost purchase) when they struggle in a retail app, and 20% stop using the app entirely
  • 55% of consumers say they struggle at least once every five visits

John Hibel, Director of Marketing, Contact Solutions,says “… customers using apps more frequently for shopping… when they encounter problems… cannot get the help they need… results are disastrous for retailers…

For more information from Contact Solutions, please visit here.

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