Order Dynamics
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The dating game

Retailers and shoppers are both searching for the perfect relationship. In part two of our three-part series, we use research conducted with 2,000 online shoppers and a benchmark study comparing the online stores of over 60 retailers to explore how retailers can attract the customers who will be most profitable to the business, and design an experience that leads them to make their first purchase. Highlights:

  • Most retailers focus on acquisition, which is expensive and unpredictable, rather than driving repeat purchases and loyalty
  • A third of retailers don't bother to re-engage with customers at all after a first purchase
  • Only 15 per cent of retailers offer end-to-end order tracking through their website while consumers really want communications from a single point of contact

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Find out how consumers decide with whom to shop and for which services they are looking.

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