Friday, November 10, 2006

Online shoppers want good customer service too

More on the internet shopping experience. StorefrontBacktalk reports that according to a study by internet performance tracking company Gomez, customers who have had a bad experience shopping online, will avoid going to the physical store of the company too. Customers want good customer service above all else, even in an online shopping scenario. The National Retail Federation also conducted a survey where Amazon.com came in as the number one online retailer, followed by Nordstrom, LL Bean, Overstock.com and Lane Bryant.
Nordstrom, for example, has a reputation for delivering extremely personalized and attentive customer service for people visiting their stores. That high-touch attribute is quite difficult to replicate online, setting themselves up to disappoint online visitors. Those disappointed unhappy online visitors would then potentially punish the brick-and-mortar locations as well.

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