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Report: 33% of online shoppers reported Web slowdowns during holiday season

BY CSA STAFF

Detroit A third of online shoppers had a bad experience on a retail Web site during the recent 2009 holiday shopping season and 15% found the problem to be “unacceptable,” according to a survey conducted by Equation Research on behalf of Gomez, whose services test and monitor the performance of Web sites.

These bad online experiences caused nearly one in five online shoppers to shop at another site. In general, 41% of online shoppers will only tolerate one or two bad online experiences before abandoning a retailer’s Web site, the report found.

“This survey confirms that consumers expect retail Web sites to perform well for them, regardless of how many other shoppers are also visiting the site,” said Matt Poepsel, VP performance strategies for Gomez. “It’s also clear that when shoppers encounter Web performance problems, their patience and loyalty run thin. Once a customer has left your site, chances are they are not going to give you a second chance — and few retailers can afford to lose business this way.”

At stake is the $1,050 that each online shopper spends annually, according to the survey, with a significant amount of spending conducted during these peak times.

The survey will be published in full on Feb. 2.

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Borders chief resigns

BY CSA STAFF

ANN ARBOR, Mich. Borders announced that Ron Marshall has resigned as president, CEO and a director of the company, effective immediately, to accept the role of CEO at another retailer.

The company has named EVP and chief merchandising officer Michael Edwards as the interim CEO.  Edwards is a 26-year retail veteran with CEO experience who joined Borders in September 2009 and has been leading the merchandising and marketing teams.  

“We have a clear commitment to drive the top line at Borders Group and there will be no interruption of our strategic plans and efforts to focus with great energy and determination on this goal during the transition,” said Edwards.

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Jo-Ann joins ArtFire to help artisans sell their wares

BY CSA STAFF

HUDSON, Ohio Jo-Ann Fabric and Craft Stores announced that it has partnered with ArtFire, an online artisan community, to provide sewers and crafters with the tools they need to create and sell their goods.

“By partnering with ArtFire, Jo-Ann is able to provide sewers and crafters all the tools they need to make and sell their products,” said Riddi Kline, SVP marketing, at Jo-Ann Fabric and Craft Stores. “In stores and online at Joann.com, customers can shop for all their materials and find inspiration for projects. Cards and gift wrap in our stores complete the process for those creating handcrafted gifts, and now, those customers who sell their creations can do so through the Jo-Ann community at ArtFire.com.”

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