Quite frankly, we did not expect to see such consistent drops almost across the board for all the biggest online retailers. These are the guys that are supposed to be doing it right.
More Quotes from 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
Consumers spend more time researching sweaters online than they do researching stocks. Your average consumer will buy stocks on recommendation rather than through research, even though there are lots of tools and analysis at their disposal via the Internet.
Larry Freed
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.
Larry Freed
We saw the same trends in lowered satisfaction and key behaviors tied to loyalty last year. However, last year's drops were far more significant. This year, online retailers did a better job managing customer expectations as the holiday shopping deadlines approached. In return, retailers will be rewarded with higher loyalty long after the holiday season comes to a close.
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
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