Lost sales due to poor customer experience thus total more than $14 billion: · $34.2 billion － $19.5 billion=$14.7 billion.
It is worth noting that our $14 billion does not include future losses due to poor experience this holiday season. Millions of consumers will shop online for the first time this holiday season. If they have a good experience, they are likelyto continue shopping on their favorite sites in the future. If they have a bad experience, they will likely never return to the sites where they were unable to buy(if indeed they return to shop online at all).The actual losses due to poor customer experience may thus be significantly higher than our $14 billion estimate.
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