08-08-2007, 09:09 AM
Quote:Can you imagine retail stores where nine out of 10 customers left without buying and no one ever asked them what they were looking for? Well that's the state of affairs in the online customer service world. Engaging customers proactively is the equivalent of a sales representative walking up to a customer in a retail store and kindly saying, "May I help you with something?"...
More than half of all consumers say a negative online experience leads to online and offline abandonment.
With the click of a mouse, a customer who has invested time and effort researching your products and services online, and who may have purchased something from your site or store in the past, will disappear forever because of a single, bad online experience...
full article: http://www.crmbuyer.com/story/58692.html