Many visitors cited skepticism about security as being the main reason for not shopping online. Surprise shipping and handling costs are the second biggest driver of lost customers. And one unhappy customer can spread his dissatisfaction to thousands of his friends throughout the Web via email and in chat rooms. Ultimately, customers will leave that site en masse. The cPulse Research also illustrated that customers are demanding fresh product offerings, and easier ways to search for products online.
Customers also wish to be informed throughout the entire buying process, from purchase to delivery.
Relationships with customers begin to take center stage this time of year. The holiday shopping season is quickly approaching, and loyal customers turn into holiday spenders in just a few short months. The 50 sites surveyed by Resource Marketing are rated on 500 consumer-based measures, checking the performance on 14 key success factors. Copyright 2001 INT Media Group, Incorporated All Rights Reserved.