A further 32 percent said what they wanted wasn't in stock. And 26 percent said the system crashed and they were logged off before they could buy what they wanted. A survey by Jupiter Research found that 75 percent of online buyers said service is a critical factor in shopping satisfaction. Yet only 41 percent were happy with dot-com customer service. Obviously, many of the Internet stores haven't learned the great truth of business.
Good ideas are common.
It's execution that wins in the end. That's something the companies behind the second wave of dot-comism are also going to have to learn. Retailers like Wal-Mart and J.C. Penney are selling many, if not all, of the products in their stores over the Internet. The bricks and clicks retailers have a tremendous advantage. Customers already know their brands.