Document Controls
For Retail Professionals
| Primary Analyst Photo | Document Information | Rate this Document |
|---|---|---|
|
April 10, 2006 Online Retailers Face A Tough Road AheadWaning Customer Satisfaction Forces Retailers To Earn Loyalty And Trustby Carrie Johnson, Sucharita Mulpuru with Brian Tesch |
|
This is an excerpt
Executive Summary
As mainstream consumers become a larger and larger portion of online buyers, the dynamics of online shopping are shifting. Overall satisfaction with eCommerce shopping experiences and credit card security trust is declining, consumers still shop online mostly to get low prices, and the majority of customers prefer to shop in stores. What does this mean for retailers? That it's finally time to scrap promotional-only strategies and build trust and loyalty with shoppers. They'll do that by touting their safe shopping experiences online and offline, focusing loyalty programs on rewarding word-of-mouth behavior, reviving branding online, creating segmented online store offerings, and getting the multichannel integration basics right.
This is an excerpt
Buy Risk-Free
Price: US $499
Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.
Already a Forrester Client?
Log in to read this document.
