An indepth study of customer experiences - what the study reviewed, the results (broken down by category) and highlights learned.
A similar Forrester study in April 2006 revealed that only 26% of online consumers were simply satisfied with their shopping experience. An easy checkout, product search and the right policies are as important as multi-channel integration and authentic user-generated content, such as ratings and reviews.
Thursday, 21 February 2008
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