Keep Up With Dramatic Changes

5. Top-Notch Fulfillment. This attribute doesn’t apply just to Web activity. But customers expect Web orders to be fulfilled immediately. This expectation has improved the timeliness and quality of service and fulfillment across the board.

6. Going Green. Catalogers are under attack. Whether through CatalogChoice.org or other channels, consumers are being encouraged to opt out of catalog mailings. On the other hand, in a recent U.K. market research survey by the GfK Group, 69 percent of responding consumers said online shopping is good for the environment. What’s more, 43 percent said they believed they’d reduced their personal carbon footprint by shopping online.