Unfortunately, this is the same consumer who will get bored if the site remains static. But the value of information found on the Web is higher for experienced users. This suggests that the perceived value of the Web as either a source of fun or information may not increase automatically with increases in experience. These consumers are potentially loyal customers. This relationship between the loyal customer and the retailer is based on convenience, selection, quality, price and reliability.
Service is a critical part of the mix because it drives retention rates, which promote loyalty.
Retailers who are using private labels have less ground to lose online because price shopping is more important for commodity goods than for differentiated goods.