12-21-2006, 09:30 AM
Quote:The 2006 Loyalty Report for Online Retail tagged eight retailers that create true-blue online customers. Aside from eBay, they are Amazon.com, iTunes, Lands' End, L.L. Bean, QVC, Victoria's Secret and Walgreens.
These loyalty leaders had the highest percentage of truly loyal customers, those shoppers who not only bring repeat business themselves, but recommend the site to family and friends. They also have the lowest percentage of high-risk customers, those shoppers who are ready to bolt at any moment...
In the cutthroat online retail industry where switching loyalty is as easy as a mouse click, these loyalty leader retailers are wowing shoppers with stellar customer service, easy-to-navigate Web sites and items that can be found only from them, the report said.
"In an industry like online retail, you don't have contracts that bind you or limited competition," said Brad Linville, senior vice president of consulting services at Walker. "Loyalty matters. It really matters."...
full article: http://www.indystar.com/apps/pbcs.dll/ar.../612180320