California Department Of Consumer Affairs

Imagine walking into a brick and mortar store, asking the employee questions, and frankly they are ignored.

How about setting a specific, well thought out question a store clerk, and then watching an employee thumb through the manual, and read your canned response that is completely lacking in your question.

It sounds funny, but these are everyday occurrences in the country on-line customer service, where too many e-tailers are hiding behind the anonymity of eCommerce. E responses take too long, contains a pat, irrelevant answers, or worse, never arrive.

buy newspapers it has worn off. More convenience is not "anytime anywhere" trump card shopping service. As the Internet landscape matures, I believe the company will have to be differentiated using a number of ways, including services.

Why is the online service is more important than offline?

because the competition is closer to No longer is your competitor across town or down the street, they are just a click away. Customers are becoming more sophisticated, they demand better service online. because of negative public relations as the virus spreads Online: consumer advocate groups such as Consumer Affairs to give customers easy avenues to express their dissatisfaction about the service they received. Just ask Dell, which is still reeling from negative publicity about its customer service practices failed. because they compete only on price and selection is bad business: Now, when there is a plethora of bargain basement price of e-tailers in almost every niche, low prices are no longer an excuse for bad services. Smart retailers, especially smaller companies, will vary with the service, knowing that the service is more difficult to imitate. In addition, someone will always offer a better choice than you. Just look at Walmart, which is now selling SEO services.

Service, traditionally seen as a cost center, having nothing to do with the relative increases or decreases in sales, customer longevity, and brand loyalty. I believe this is especially true with eCommerce, where the lack of face-to-face interaction creates a disconnect between buyers and eCommerce managers. In the brick and mortar world, it is not uncommon for managers to work under the sales once in awhile to make a finger on the pulse of their customers. I wonder how many eCommerce directors know or care what they think their customers.