03-09-2006, 10:45 AM
Quote:Shoppers quick to ditch sites for poor service
Consumers who shop online are showing little patience for retailers that get things wrong, with the majority of shoppers drawing the line at a second chance for websites that make mistakes with an order.
Serious mistakes such as losing an order, dispatching the wrong items or delivering goods late are costing retailers high levels of customer churn, according to the findings of a silicon.com poll...
"Shopping online is all about convenience, choice and service. Switching costs are incredibly low for customers as our competitors are really only a mouse click away, unlike the high street where you could be the only specialist in a local area."
full article: http://networks.silicon.com/webwatch/0,3...061,00.htm