40% of consumers switch online shopping brands as loyalty falls

Online retailers must improve delivery and returns experience to encourage customer loyalty

Two in five consumers have changed the brands or retailers they shop with since the onset of the pandemic, as they continue to expect more from the online experience.

Simply developing a functioning ecommerce experience is no longer enough for a vendor to increase sales and capture loyalty. It has to be the best possible experience. Anything less risks customers walking away from the checkout.

Our latest guide, “Delivering to customers and rebuilding loyalty”, argues that retailers and brand owners must facilitate choice and enable shoppers to try before they buy. They need to provide a delivery option that suits the customer, not the deliverer.

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