Why Read This
Report
Our research still shows that despite the adoption of online transactions, consumers prefer in-store experiences over the Web when it comes to researching, buying, and getting customer service. This somewhat counterintuitive data points to the biggest challenge that eBusiness executives face — creating an online value proposition and experience that go beyond simple order taking.
Tags: B2C eCommerce, Brand & Product Web Sites, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, eCommerce, eCommerce Adoption, Email Customer Service, Multichannel Customer Experience, Multichannel Retail, Multichannel Selling Strategies, Online Shopping, Packaged Applications, Phone Self-Service, Social CRM8
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