Kaya Bizz talking to Julia Ahlfeldt , Certified Customer Experience Professional

Gugu Mfuphi talking about A new study that revealed ecommerce brands are leaving R34-billion in lost sales on the table, as 71% of consumers abandon their online purchases before they reach the digital tillpoint. This is happening as businesses across the board battle on during tough economic conditions. As we head towards peak trading periods (Black Friday and the Festive Season), online brands should fix their “leaky buckets” or lose out on billions of rands in lost sales, which during tough economic times seems even more wasteful.
By 2021, over 20-million South Africans will shop online. This is a third of the country’s population. Yet, while the commercial opportunity is obvious – currently eCommerce accounts for R14-billion of the total retail pie, or 1,4% - local brands aren’t taking full advantage. So reveals The Cost of Online CX: A R34-billion Opportunity, 2019 South African Digital Customer Experience Report. Commissioned by performance marketing agency, Rogerwilco, it was released today.
Among key findings the study found that 71% of South African online shoppers abandon a purchase at the digital tillpoint. The commercial cost of this for local e-marketers is staggering, accounting for a loss of around R34-billion* worth of goods per annum.