As the online channel becomes increasingly valuable to retailers, it is vital for those companies to ensure that the customer journey is as pain-free and as seamless as possible. But what are ebusinesses doing to identify customer struggle? And what are the consequences of failure?

The Removing Struggle from Online Shopping study, published by Econsultancy in association with Tealeaf, is based on global online survey of almost 500 business professionals working for companies involved in e-commerce and e-business, primarily in the US and European countries. The survey was conducted in March and April 2011.

The survey data revealed that organizations have a long way to go in understanding the online customer experience and that they have much to gain by doing so. Read on to discover these findings and more:

• Poor online experience couples with lack of insight is causing businesses to lose 24% of their annual online revenues
• Companies have the least understanding about what is happening at the bottom of the online sales funnels
• The most common methods used to understand online customer experience may not be the most effective ones.