For eBusiness & Channel Strategy Professionals

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	February 19, 2009 Online Retail Checkout Best Practices Customer Service Tactics For Meeting Customer Needs by Zachary McGeary with David Daniels, Cristina Bugnaru, Ina Mitskaviets, Brendan McGowan

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Executive Summary

Shopping cart abandonment continues to challenge eBusiness executives. The loss of sales opportunities attributable to a lack of contextual or accessible information is easily avoidable. To facilitate purchases, eBusiness executives must ensure that critical policy information is presented upfront as well as throughout the cart and checkout process. Additionally, they must facilitate access to other touchpoints, either proactively or by listing the information contextually.

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