I can't speak for the OP, but in our situation, the customer doesn't realize they are buying from a competitor. We regularly get support requests from customers we can't find an order history for. It's almost always the case that they ordered from someone else thinking they were ordering from us. They searched our name, clicked the first result, and placed the order.
We've even seen this happen with repeat customers of ours. It's tough since Google allows the ads to be very confusing, but then we also have competitors who have blatantly copied our style, content, and have even named themselves in a similar manner.
We also spend just under five figures a month on branded keywords to combat this. We rank #1 organically for all of them, but there are always 3-4 competitors bidding on them so we only get a small portion of that traffic if we don't pay for those keywords and get the #1 paid spot as well.
Even with that in place people will still get duped and click ad #2, #3, or #4 that go to competitor sites.
We've even seen this happen with repeat customers of ours. It's tough since Google allows the ads to be very confusing, but then we also have competitors who have blatantly copied our style, content, and have even named themselves in a similar manner.
We also spend just under five figures a month on branded keywords to combat this. We rank #1 organically for all of them, but there are always 3-4 competitors bidding on them so we only get a small portion of that traffic if we don't pay for those keywords and get the #1 paid spot as well.
Even with that in place people will still get duped and click ad #2, #3, or #4 that go to competitor sites.