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E-shops 'must offer good experience'

Smaller e-shops need to make sure that they offer good shopping experiences to customers in order to compete with high street names, according to a new report.

Research from Royal Mail revealed that many customers stick to what they know when it comes to online retailing, with 72 per cent buying from less than ten e-retailers each year.

By contrast, high-street shoppers are much more adventurous, visiting a larger and more varied selection of shops.

The main factor which encouraged people to visit new commercial websites was recommendations from family and friends (89 per cent), with 42 per cent saying that high street presence was a major factor and 41 per cent citing a posted catalogue.

But despite thousands of great websites existing out there, many shoppers were sticking to familiar sites and missing out on convenience, choice and competitive prices, Royal Mail said.

Head of multi-channel retail at Royal Mail Catherine Campbell said: "Our study shows that online retailing is fiercely competitive with thousands of retailers striving to get their share of consumer spend. And this competition is only going to get stiffer as high street brands increasingly invest in their online operations.

"This makes it essential that online traders ensure they offer a good shopping experience to retain customers but also put in place the right strategies to attract them to their sites in the first place."


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