Word of Mouth Cuts Both Ways Selling Online

Filed in archive Marketing on December 11, 2006

In an interesting report from Internet Retailer via Vox the Gomez Online Holiday Shopping survey reveals that only 1 in 10 shoppers will tolerate a slow loading website or a poor shopping experience which means that 90% are leaving due to technical or design issues with your website.

Over 90 percent of online shoppers abandon a web store after three or fewer failed attempts to complete a purchase. Via Vox

But what caught my eye was how far people will go to share their bad experience, read this:

Word of mouth also plays a pivotal role, with 47 percent of respondents saying they would tell five or more people if they had a bad online experience. If, as JupiterResearch forecasts, there are 114 million online holiday shoppers this year, and just 10 percent have a disappointing online experience, 27 million people could hear about it, Gomez notes. Via Vox

Whoa! Internet marketers and web site designers we need to clean up our act. This is not good for business because if 27 million people hear how bad it is to shop online - it will or is affecting your customers business. Be accountable and proactive and fix those slow loading pages. Now that's good business.