July 10, 2019
When it comes to the retail experience, more than half of consumers, 66%, care more about the experience than about product or service price, according to the Experience Impact report from Merkle. The behavior study polled 500 U.S. residents in March.
Over half of those polled, 52%, reported that they stopped shopping on a brand website due to a poor site experience, according to a press release on the findings.
The study cited Nike, Amazon and Apple as tops in delivering a personalized experience.
"Now more than ever, consumers expect brands to offer personalized and seamless experiences," said Rives Martin, manager, customer intelligence and brand strategy, Merkle, in the release. "Marketers must focus on developing experiences that place customers squarely at the center. It begins with a comprehensive understanding of the entire customer journey, which allows marketers to learn and respond to the interests and needs of their customers. This ultimately results in more valuable, lasting relationships that lead to competitive advantage."
