Ecommerce: Gaining A Competitive Edge Through Customer Satisfaction

[mandy]

In the competitive world of online retail, every e-retailer is looking for an edge. This is especially true in a down economy when business is affected by many factors outside of a retailer’s control.

One aspect of the online shopping experience that retailers can control is how well they satisfy their customers. Customer satisfaction, when measured scientifically and using a time-tested methodology, is a key performance metric of current success and a predictor of sales (online and offline), loyalty and word of mouth recommendation. Especially in a tough economy, retailers who satisfy their customers online have a competitive advantage.

Because customer satisfaction is such a vital metric, ForeSee Results measured the top 100 online retailers using the methodology of the University of Michigan’s American Customer Satisfaction Index. This is the seventh time we’ve measured customer satisfaction with the top retailers...

full article: http://www.internetretailer.com/article.asp?id=26597