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Online shopping destroys customer engagement

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Staff writer ▼ | December 11, 2015
Online shopping is increasingly becoming the norm for consumers and that isn't necessarily good news for shoppers or companies.
Online shopping
Gallup   Major chains angered and frustrated shoppers
Gallup has found that more than one-third (35%) of American adults are doing more of their shopping online than they were a year ago. The movement was in full effect over Thanksgiving weekend.

The National Retail Federation reported that more consumers shopped online over the Black Friday weekend than in brick-and-mortar stores.

And this year's Cyber Monday was one for the record books, with consumers spending almost $3 billion, according to the Adobe Digital Index.

But not all retailers had a great Cyber Monday - and not because they were lacking in deals or customers. Major chains angered and frustrated shoppers when their websites failed to keep up with demand.

Some Target customers were forced to wait in a "virtual line" on Cyber Monday, while Wal-Mart and Neiman Marcus also experienced technical difficulties over the Black Friday weekend.

These retailers invested a significant amount of time and money to promote their online deals. Yet when it came to delivering the ideal customer experience, they fell short - and this lapse could have unfortunate side effects.