The paper reviews all the industry research conducted this year and then adds e-Mail Solutions' internal research. The industry typically assumes that when a customer encounters poor service at a Web site, they simply click over to a competitor. The Gartner Group and other industry analysts have issued numerous studies this year documenting the growth of poor communications among e-commerce companies. It must be done. Have convenient e-mail and phone links that answer those last minute questions.
Consumers hate any surprise after the product arrives.
Reduce site graphics and simplify the site logic. Consumers hate lengthy searches and slow-loading pages. Include this same information with the product. Consumers hate being left in the dark. You will know about system problems immediately.