During this critical stage in the holiday shopping season, online retailers face huge challenges to maintaining high satisfaction. Those who aren't able to meet customer expectations online during the last week or two of the holiday shopping season risk the long-term impact of lessened customer loyalty during the weeks and quarters to come.
More Quotes from Larry Freed:
Something's not right here. Retailers are sacrificing profit margin during the holidays to attract customers, and people are still unhappy with price.Larry Freed
During the holidays, it's more important than ever to do a good job at meeting and exceeding the needs and expectations of those new and infrequent online shoppers because you've paid more to attract this audience, you have so many more of them, and the stakes are so much higher.
Larry Freed
We saw a similar dip in overall satisfaction, search and ordering process last year, so this isn't a surprise. As we approach the holiday shipping deadline, pressured online shoppers are having a tougher time of finding the products they want and ordering the merchandise in time.
Larry Freed
Amazon (is) selling everything from garden appliances and apparel to electronics and used books. But bigger isn't always better from a customer's viewpoint.
Larry Freed
In effect, online brokerage today is where e-retail was five years ago. Until the industry figures out how to overcome the barriers to moving online, the online brokerage category will struggle to increase satisfaction of its customers.
Larry Freed
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