• Poor website UX damaging a quarter of B2B commerce

        • Forget product availability or price point, its poor website usability that is losing valuable trade for e-commerce businesses.

          According to new research by full-service e-commerce agency PushON, a quarter of business customers would shun a company that had poor website usability, choosing to shop elsewhere.

          Of the 500 UK business decision makers that were surveyed, 25 per cent said a website’s usability is the most important factor when deciding where to purchase supplies from online – more so than user reviews (21%) or product offering (18%).

          Aside from poor UX, the other most common issues B2B customers faced when shopping online was a lack of customer service (32%), issues with visualising products (20%) and problems with bulk orders (20%).

          Sam Rutley, Managing Director at PushON said, “our research has shown that the majority (80%) of B2B customers would be more inclined to purchase products for their business online than in a physical store. However, our research has also uncovered that, worryingly, a large number of e-retailers do not appear to have their online offering ready for this yet.

          “In a world where online commerce is rapidly overtaking the physical store, business owners need to ensure their websites are up to scratch if they are to remain competitive. Websites need to offer a good online customer experience and our research shows that they need to be easy to use and navigate, offer strong customer service, as well as clear, concise product information.

          “There is no point having an online proposition, if the front end provides an off-putting experience for anyone using it. In today’s competitive and challenging retail landscape, customers expect their B2B shopping experience to match the B2C experience. Now is the time for B2B e-retailers to review their offering in order to maximise their sales opportunities.”

          For the full report from PushON, visit:

          https://www.pushon.co.uk/wp-content/uploads/2018/08/Attracting-and-retaining-B2B-customers-in-a-world-of-choice.pdf

        • Stay up to date - Click here and register for FREE Channel Info online membership and enjoy unlimited access to a host of benefits including the exclusive members area of the website, downloadable business tools, current and back issues archive, priority breaking news alerts, weekly e news summary and the Channel Info app

        • Related Articles

        • HSM’s truth about international security standards

          HSM’s truth about international security standards

          Thursday 18th Apr 2019
          Almost a year on from the introduction of GDPR, the number of home and office shredders sales has risen on a global scale. Yet, even those who are actively participating in new security procedures are still at risk, according to Mark Harper...Read More...
          Why MSPs need to collaborate to succeed

          Why MSPs need to collaborate to succeed

          Thursday 21st Mar 2019
          Managed services providers (MSPs) have had to evolve their business models over the years to get to where they are today. We’ve seen the shift from break/fix to more complete managed services, and most recently, the establishment of full-o...Read More...
          UK tech growth stunted by lack of effective channel partnerships

          UK tech growth stunted by lack of effective channel partnerships

          Friday 1st Mar 2019
          Research published by Investec has shown that too few tech businesses are taking advantage of developing effective ecosystems of sales partners (their channel programmes) to achieve scale-up growth rates.  While IT companies have forecasted an ...Read More...
                • About Us

                  Channel Info is the leading source of business news and information for the office dealer and reseller market. Our multi-platform approach delivers relevant, engaging and focussed content via our main printed magazine, supplements, website, digital editions, apps, newsletters and bespoke communications with an unrivalled reach across the industry. A highly trusted and respected brand for many years, the team behind Channel Info has over 60 years experience collectively in the office products, furniture, equipment and technology markets Channel Info continues to develop and adapt in order to meet the changing information needs of its readers.

                  For our latest Media packs and more details on our range of services click here

                • View Latest Issue