Understanding Customer Behavior

The video tutorial emphasizes understanding customer behavior, highlighting that customers often research products online before purchasing in-store. It stresses the importance of viewing customers as a unified group, regardless of whether they shop online or in-store. The tutorial also outlines the key elements of an effective website: ease of navigation, searchability, and transaction simplicity, which are crucial for retaining customers.

Why might some customers prefer to research products online but purchase them in-store?

• They enjoy the in-store experience.

• They find online shopping too expensive.

• They don't trust online payment methods.

• They want to avoid shipping fees.

What is a common behavior of both online and high street customers?

• They always buy immediately.

• They only shop during sales.

• They browse, think, and then purchase.

• They prefer to shop in groups.

How should businesses view their customers according to the video?

• As separate online and in-store customers.

• As a single group with diverse needs.

• As primarily online shoppers.

• As primarily in-store shoppers.

What is a key feature of a successful website?

• It has a complex design.

• It offers only a few products.

• It requires registration to browse.

• It is easy to navigate.

What is the benefit of having a user-friendly website?

• It reduces the need for customer service.

• It ensures customers will never return.

• It limits customer choices.

• It encourages customers to come back.