You have to provide them with a better experience than what they can get in the real world. People expect you to trip up in e-commerce. Everybody is selling against you. It's critical to have the highest integrity and impeccable service. That service, in turn, will lead to improved customer satisfaction, said Rodgers.
Computers can answer questions faster than people can.
We're able to get responses to questions in a matter of seconds with high accuracy. That leads to higher satisfaction. Toshiba America Information Systems Inc., Computer Systems Division in Irvine, Calif., in December implemented a customized application from Ask Jeeves Inc., of Berkeley, Calif., that allows visitors to ask questions in plain English. The program then directs the customers to URLs that answer their questions. Toshiba licensed the software, the same system used on the popular Ask Jeeves public Web site, then customized it for its customers.