E-commerce sites need to put smiles on the faces of their virtual customer-service reps, keep consumers on hold for less time, and go with the old slogan that the “customer is always right.”
- 61% of the more than 2,000 consumers surveyed said they have complained to the company at fault and 37 percent return products directly affecting a company’s bottom line.
- 84 percent said they would tell others about the poor treatment, up from 74 percent in 2007 and 67 percent in 2006.
A lot of e-tailers have been spending a lot of time trying to drive traffic to the Web site, but only the online retailers focused on taking care of customers on the Web site are the ones keeping the customers coming back.
Posted by suelachapelle 
