Low prices, cheap delivery and positive purchaser reviews are all factors that make e-shops attractive to Russian shoppers. In order to compete more effectively for customers with offline stores, online retailers need to decrease their margins say Associate Professor at the Faculty of Management Elena Panteleeva and researcher with the Client Satisfaction and Loyalty Research and Study Group at HSE, Flora Shamiryan, in their report ‘The influence of consumer experience among online shop clients on their satisfaction and loyalty.’