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Customers research online and buy offline

According to a survey, 65% of online US consumers come in to a retailer already knowing exactly what they want because they've done their product research online. The phenomenon, called cross-channel shopping, shows how important online merchandising is.

Additional findings from the survey:
- 51% of cross-channel customers are active shoppers who made at least one purchase in the past three months
- Cross-channel shoppers are comprised of wealthier, younger and more experienced online customers
- When cross-channel shoppers go to the offline retail, 47% end up spending more for additional products ($154 in average)
- 48% noted that the reason for buying offline is that they want to see the item before purchasing it
- 16% noted that the reason for buying offline was the need to talk with a salesperson before buying

The survey is based on 8,000 online customers and was conducted in 2004.

Links:

  • The article Majority of US Consumers Research Online, Buy Offline Open link in new window

Henrik Olsen - October 18, 2004

See also: E-commerce (27)  Research (129) 

 

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