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	March 29, 2007 (updated April 27, 2007) The Big, Ugly Obstacle Holding Back eCommerce Underwhelming Web Site Performance Loses Customers And Revenue by Sucharita Mulpuru with Carrie Johnson, Peter Hult	Average: 10  (1 rating)

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Executive Summary

Egregious violations of customer service principles in online retail are well camouflaged because of the eCommerce industry's rapid growth. But a Forrester survey, conducted online during the weeks following the holiday season of 2006, exposed an Achilles' heel in the online retail industry: One-third of online shoppers reported experiencing problems while shopping online this past holiday season. Many large stores were culprits, and the most common offenses included excessive download time and a lack of inventory availability — problems that have been thorns in the side of dot-com executives for years.

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