BizSugar.com › Online Marketing › Online retailers too focused on innovation rather than customers needs

How Much Money Do Retailers Leave on the Table? A 2007 study clearly shows that online retailers are not capitalizing on the customer experience and are overly focused on innovation while ignoring the basics. With all the investments and improvements within the last five years in redesigns, usability, analytics, multivariate testing, and the increases in broadband speed and availability, one might have expected significant improvements in bottom line. Yet, according to Shop.org, conversion rates are still hovering around 2.5%. Customers aren't delighted.