Panel Q&A: How to Fund Online Customer Experience Initiatives

We grew wildly fast during the first few years of our business. We invested in a lot of disparate ways to improve the customer experience on our site. We had to determine our value proposition and how we could communicate that to our customers. Focus on that value proposition and what it means to the bottom line. It’s easy to get distracted when you’re growing fast.
— Jacob Hawkins, senior vice president, online sales, Overstock.com