E-commerce: Are You Meeting Online Customers’ Expectations?

Lilliane LeBel, vice president of Decision Direct Research, a division of Millard Group, notes that consumers have come to expect the same ease of shopping, product search capability, level of detail and online confirmations provided by online behemoths such as Amazon, eBay and Overstock.com.

“To the average consumer there is no reason why, if Amazon can provide details on products to help them make their selections and insure their expectations are met, all online retailers cannot do the same,” says LeBel. “Receiving a ‘good’ score isn’t enough anymore. Multichannel retailers must strive to receive ‘excellent’ ratings, or they risk losing their customers to other available retail sources.”