Posting Date: August 15, 2003

Study finds Internet retailers unhappy with own online shopping experiences -- "Online ordering, browsing and general functionality are good, but could be better, the insiders said. And, according to the survey, while insiders know they should be doing a better job of satisfying customers, they don't think they have the tools needed to determine whether customers are satisfied and how to build customer satisfaction." (Comments: Thanks Sharad Singh.)

Reader Comments...

The online retail experience will get better
(and why you should be worried about that)

Posted by: Lyle, Lyle - Croc O' Lyle on August 18, 2003 09:14 AM

Why should we be worried? Bricks and mortar retailing requires a significant advertising budget as well as the cost of premises. E-tailing requires less exense on premises (it can even be outsourced) and a relatively modest expenditure on site promotion and viral marketing. So e-tailing makes it easier for new entrants to gain market share, gives customers more choice and therefore gives customers better value for money (possibly from the big firms, if the new entrants force them to improve value for money). What's wrong with that?

Posted by: Philip Chalmers on August 18, 2003 06:46 PM

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