Deloitte’s annual Holiday Survey of Consumers found that online is king when it comes to the 2019 holiday shopping season. According to the report, consumers of all ages are more likely to rely on Cyber Monday than Black Friday and expect to spend nearly 60% of their holiday budget online. Given eCommerce’s popularity these findings aren’t terribly surprising, however, they underscore that online retailers cannot afford any downtime or performance glitches when Cyber Monday dawns.
Forever 21 recently made headlines after filing for bankruptcy and announcing plans to close as many as 350 stores. The move is the latest in a series of seemingly successful brick and mortar retailers admitting defeat in the face of omnichannel trends—JCPenney, Abercrombie & Fitch, Kmart and Sears are just a few of the big-name brands to announce significant store closings in 2019.
A surge in traffic is in many ways a dream for any website. After all, more traffic means more customers and more sales.
However, you can sometimes do your job too well when your successful marketing campaign brings surges of traffic, causing your website or app to slow down and even crash. There’s nothing more heartbreaking than seeing your website or app fail just when you have the most to gain.
Most blogs and articles just state traffic-induced crashes as something that can happen. But if you don’t understand how high traffic crashes a website or app, how can you expect to avoid the problem?
In a recent Forbes interview on the retail customer experience, Harley Manning, VP and research director of Forrester’s customer experience team, said; “Customer expectations are rising slowly—but faster than brands are making improvements.” He further elaborated that the average score in the firm’s CX Index™ for US digital retailers decreased from the prior year, with no retailer breaking through the 85th percentile to make it into the “excellent” category.