Comments on: Study: Brand Erosion Caused By E-Commerce Friction

By: Otel Rehberi

Otel Rehberi — Thu, 11 Sep 2008 22:36:28 +0000

this issues are also in europe.

By: Web Site Design Seattle

Web Site Design Seattle — Fri, 06 Jun 2008 15:05:23 +0000

These are issues that many businesses face. To a large degree it is due to not applying the same high-level planning and active management principles that they would give to any other area of their operations. It’s far past time for companies to embrace their web efforts as a major component of their businesses, and not as some separate entity that’s left largely to chance.

By: Paul Rouke

Paul Rouke — Thu, 08 May 2008 12:41:41 +0000

I agree with the impediments you mention, especially among the larger businesses, and what this does do is open the door for more agile, customer-centric smaller businesses to steal a march on their larger competitors by providing engaging, usable customer experiences which provide a catalyst for driving referrals and adoption of their lesser known brand.

Although I’m sure you’ve used this line many times since 1999, it really does need to be embraced by businesses sooner rather than later:

“If there were ever a time to optimize your e-commerce website, it’s now.”

I couldn’t agree more!

By: Jeffrey Eisenberg

Jeffrey Eisenberg — Thu, 08 May 2008 11:14:14 +0000

Paul, I hope not about 2010. We’ve been recommending improvements to customer experience and conversion rates since 1999 and we sill see the same mistakes being made. I know that the people who read us aren’t stupid. There are organizational impediments plus other urgent priorities (probably less important) that keep the customer (we dislike the term user) from being the top priority.

By: Paul Rouke

Paul Rouke — Thu, 08 May 2008 10:29:06 +0000

I had to check the date of your post to see whether it was produced around 3 years ago. As you say the key customer issues identified are all common frustrations identified, discussed and supposedly acted upon in the e-commerce industry some years ago.

On the one hand this is a real head scratcher, but on the other hand it is reports such as this, that highlight the importance of businesses assessing and improving their online shopping sites with ‘users’ as fundamental drivers of the process, that continue to provide significant opportunities in this sector for usability consultants and user centered e-commerce platform providers.

I wonder whether we will see studies with similar figures in 2010..