The Customer Shopping Experience Online

Executive Summary

• Online Product Research and Shopping Features Planned by US Online Businesses, 2008 (% of respondents)
• Key Questions

The eMarketer View

Today' s Online Shopper

• Rising Expectations
  • US Online Holiday Shoppers' Expectations About the Quality of Online Shopping, January 2008 (% of respondents)
  • Leading Retail Site Features* According to US Online Holiday Shoppers, January 2008 (% of respondents)
  • Website Features that Are Very Important to US Online Shoppers, June-July 2007 (% of respondents)
  • Leading Challenges to Creating a Unique Online Shopping Experience According to Winning* Retail Executives Worldwide, May-June 2008 (% of respondents)
  • Select E-Business Priorities Next Year Among Customer Experience Decision-Makers at Large Online Businesses* in North America, by Importance, Q4 2007 (% of respondents)
  • Online Product Research and Shopping Tools Offered and Planned by US Online Businesses, 2008 (% of respondents)
• Social Media' s Influence on Shopping Behavior
  • Select Online and Mobile Activities of US Online Buyers, by Age, July-August 2008 (% of respondents in each group)
  • Social Networking Sites on Which US Online Retailers Maintain a Page, August 2008 (% of respondents)
  • 30 Major US Online Retailers that Have a Fan Page on Facebook, May 2008
  • Agreement of US Internet Users that Their Choice of Companies and Brands Is due to Customer Care Experience Information Shared Online, February-March 2008 (% of respondents)
  • Leading Online Resources of Customer Care Experience Information Among US Internet Users*, February-March 2008 (average score on 0-5 scale)

Product Information

• Most Important Resources for Influencing Product Purchase According to US Online Shoppers, 2008 (scale of 1-5*)
• Online Product Research and Shopping Information Offered or Planned by US Online Businesses, 2008 (% of respondents)
• Most Important Online Retail Site Features* When Selecting and Purchasing a Product According to US Online Buyers, November 2007 (% of respondents)
• Online Retail Categories for Which Detailed Product Information Is Most Important to US Online Shoppers, November 2007 (% of respondents)
• Degree to Which Content* Quality Influences US Online Shoppers' Interest in Buying from an Online Retail Site, November 2007 (% of respondents)
• Leading Website Priorities of US Online Retailers in the Next Year, 2007 (% of respondents)
• Rich Media Applications
  • Types of Rich Media Applications Used on Websites* of US Online Retailers, July 2007 (% of respondents)
  • Primary Function of Video on Websites* of US Online Retailers, July 2007 (% of respondents)
  • Select Rich Media Features on US Websites, November-December 2007 (% of respondents)
  • Select Rich Media Features Ranked as Highly Effective by US Website Operators, November-December 2007 (% of respondents)

Website Design and Usability

• Leading Retail Site Customer Service Features According to US Online Holiday Shoppers, by Gender, January 2008 (% of respondents)
• Website Design Priorities of US Online Retailers this Year, by Business Model, July 2007 (% of respondents in each group)
• Online Product Research and Shopping Features Planned by US Online Businesses, 2008 (% of respondents)
• Website Technologies that Are Most Potentially Valuable vs. Currently Effective for Increasing Online Sales According to Retail Executives Worldwide, May-June 2008 (% of respondents)
• Alternative Payment Methods
  • Reasons that US Adult Online Buyers Use Payment Services Instead of Credit Cards, July 2007 (% of respondents)
  • US Internet Users Who Would Purchase More Online if Easier and More Secure Alternatives to Credit Cards Were Available, March 2007 (% of respondents)
  • Online Payment Method Options that US Online Retailers Have Offered or Added for the Holiday Season this Year, September 2007 (% of respondents)

Multichannel Retailing

• Cross-Channel Shopping Activities of Multichannel Retailers that Are Most Important to US Adult Consumers, January 2008 (% of respondents)
• Importance of Online Retailer Allowing Option of Picking Up or Returning Item at Store According to US Online Buyers, 2007 (% of respondents)
• US Online Buyers* Who Have Picked Up Purchase in Store vs. Used Shipping, by Primary Reason, February 2008 (% of respondents)
• Capability Among US Retailers for Allowing Customers to Pick Up and/or Return Purchases in Store When Purchased via Another Sales Channel*, April-May 2008 (% of respondents)
• Leading Challenges for Creating Cross-Channel E-Commerce Functionality According to Retail Executives Worldwide, May-June 2008 (% of respondents)

Personalization

• Most Important Factor of Online Retail Site for Which US Adult Internet Users Would Return, March 2008 (% of respondents)
• Attitudes of US Online Shoppers Toward Personalized Product Recommendations* on E-Commerce Websites, July 2007 (% of respondents)
• Value of Personal Product Recommendations on Retailer Websites According to US Online Shoppers*, Q2 2007 (% of respondents)
• Frequency with Which Products Recommended on a Website Are on Target According to US Online Buyers, April 2008 (% of respondents)
• Types of Online Content US Internet Users Would Like to See Personalized, by Age, 2007 (% of respondents)
• Top Five Obstacles to Implementing Personalization Programs According to US Online Retailers, April 2008 (% of respondents)
• US Online Retailers' Level of Customer Segmentation, 2005 & 2008 (% of respondents)

Trends to Watch

• Website Technologies that Are Most Promising for Online Customer Engagement According to Winning* vs. Lagging** Retail Executives Worldwide, May-June 2008 (% of respondents in each group)
• Leading Shopping Innovations that Primary US Household Shoppers Predict Will Be Widespread by 2015 (% of respondents)

Related Information and Links

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