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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