03-26-2006, 10:56 AM
Quote:There has been a shift in the balance of power between online shops and shoppers, and in the opinion of Chris Russell of eDigital Research, it is all in the consumers favour. Increasingly likely to use broadband, the online shopper is sophisticated, confident and impatient. Good customer service is essential to almost a third of these consumers, as is good usability, Jupiter Research reports. Yet shoppers are fickle only 17% remain loyal to an online shop they have used before and fussy. One-hour delivery by online retailers such as Ocado has raised the bar for everyone, while Google has lifted search-engine expectations sky high.
full article: http://www.timesonline.co.uk/article/0,,...02,00.html