How Amazon Has Affected the Online Customer Experience
Over the past few weeks, Total Retail has been giving readers an inside look at our latest research report, The Amazon Effect: How Retailers Are Adapting Their Businesses to Better Compete With the Industry Leader. The report analyzes the impact Amazon’s growing influence is having on the retail industry, and what retailers are doing as a result, from increasing spending on technology to implementing some of Amazon’s digital innovations on their own sites.
Today, we’re featuring a chart from the report that illustrates how retailers’ online customer experiences are influenced by Amazon.
More than three-quarters of respondents (77 percent) said that their online customer experiences have been influenced by what Amazon has done in this area. Amazon has long been recognized as an innovator when it comes to the online shopping experience, whether it be offering detailed product pages, personalized product recommendations, simple one-click checkout or fast (and sometimes free) shipping.
Online shoppers are now beginning to expect this level of personalization on every retailer's website. By stealing smart from Amazon, brands can implement some of the online retail giant's strategies into their own e-commerce experience.
We’ll continue our coverage of the "The Amazon Effect" report next week with a look at how Amazon is affecting spend on personalization and customer experience, as well as what technology upgrades retailers are making in an effort to compete with Amazon. In the meantime, make sure to download the full report!