Tuesday, December 10, 2013

Online shopper expectations: are you exceeding (or even meeting) them?


For many online shoppers, requesting more information about a product or service can lead to frustration. In a recent research by sales automation firm Velocify, a third of interested buyers never get a response to an online inquiry and those that do often wait 48 hours to hear from a sales rep. The disconnect between online shopper expectations and retailer execution is a critical and addressable shortfall.

To learn more about the expectations and experiences of online shoppers, we partnered with Velocify to commission an online survey from Zogby Analytics. Zogby surveyed more than 1,000 adults in the U.S. who had submitted an online form requesting information or expressing interest in a product or service valued at $1,000 or more.

The study reveals that many companies are likely losing sales because they are failing to meet the expectations buyers have developed for response speed and persistence.

Download today and learn:


  • The length of time a typical buyer spends researching online prior to submitting an online inquiry form
  • The longest buyers are willing to wait for a response to their inquiry
  • The best and worst industries when it comes to responses to online customer inquiries
  • The number of companies a typical buyer submits inquiries to when looking to buy a product or service
  • The number of call attempts buyers want you to make before you give up trying to reach them

Read Full Study





About the Author: 
Eric V. Holtzclaw is Chief Strategist of PossibleNOW. He's a researcher, writer, serial entrepreneur and challenger-of-conventional wisdom. His book with Wiley Publishing on consumer behavior - Laddering: Unlocking the Potential of Consumer Behavior - hits bookstores this summer. Eric leads the professional services organization to strategically guide companies on the implementation of enterprise-wide preference management solutions.

Follow me on Twitter: @eholtzclaw | Connect on LinkedIn: Eric Holtzclaw

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