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Retail TouchPoints: Mystery Shopper Study Shows E-tailers Sacrifice Service For Cost Containment, Efficiencies
February 25, 2010
FROM RETAILWIRE:
Online retailers still felt the pinch of the recent recession during the most recent holiday season and many chose cost containment over improvements in customer service in Q4 2009, according to the e-tailing group's 12th Annual Mystery Shopping Study. Where do e-commerce sites need to continue to invest to improve the shopping experience?
[more...]
The key to e-tailing is the same as the key to physical retailing. Customers want to experience responsiveness, convenience and a minimum of red tape. Give them that and you can save a few bucks on bells and whistles.
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