Monitoring the online customer experience, by Mark Hurst . In the column, we describe the poor customer experience in Reflect's survey of first-time customers. I don't disagree.
Reality is so much more interesting than hype.
Perhaps if the customized product made it to the customer's door, Reflect's concept would be more attractive. But the point is that many customers will leave the site before they get to the final page in the process. The Procter and Gamble spinoff proposes to create a website and products suited to each individual customer. However, Reflect takes customization too far by forcing customers to to personalize the website in order to shop. Reflect does not allow customers to opt out of the survey and to begin shopping from the home page.