Larry Freed
Larry Freed
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Online retail is figuring out ways to compensate for being a virtual experience by providing a lot more information than you'd be able to find in-store. Many online stores offer extensive product information, side by side specification comparisons, customer reviews and 360 degree views, all from the convenience of your computer.
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In effect, online brokerage today is where e-retail was five years ago. Until the industry figures out how to overcome the barriers to moving online, the online brokerage category will struggle to increase satisfaction of its customers.
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It's reasonable to expect that such high levels of customer satisfaction will keep sales and revenue growing at Amazon in the coming year.
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Keeping shoppers happy while they are on the site is just one piece of the satisfaction equation. A bad experience with fulfillment or customer service could outweigh a positive experience on the site.