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Online Retail Mistakes Could Cost Retailers In-Store Visits This Shopping Season

Customer service mistakes made with Cyber Monday online shoppers could lead to significant in-store sales losses in the 2015 holiday gift-buying season, according to the latest LoyaltyOne consumer research.

Nearly half (47%) of Cyber Monday shoppers indicated they’ll be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience on the Monday after Thanksgiving, per LoyaltyOne’s October 2015 nationwide survey of 1,019 American consumers.

Consumers Are Holiday Shopping Before Thanksgiving

This year, more consumers are expected to begin their holiday shopping earlier and a higher percentage of shopping will take place online, according to global information company The NPD Group.

Half of all holiday shoppers plan to start their shopping before Thanksgiving weekend, a 6% increase over 2014, according to NPD’s 2015 Holiday Purchase Intentions Survey. And most plan to continue their holiday shopping into December.