Channel Integration: Make it Seamless

• Customers are demanding it. Customers expect all merchants today to have a Web site. They expect easy product-returns procedures. They expect to be able to use a phone to order the thing they saw in a store last week but couldn’t decide then if they wanted it. And they’re communicating these expectations to you via e-mail and through your call center reps. Most importantly, they’re communicating their purchase behaviors to you.