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FutureNow Article
Wednesday, Sep. 15, 2004

The Grok’s Biggest Gripes

By The Grok
September 15th, 2004

Participation in Future Now’s customer-focused online retail survey highlights frustrating practices.

Things are buzzing around here. It’s time for our annual Online Retail Study for Customer Focused Excellence. We’ve got our Excel sheets prepared, and we’re motivated to buy. We find something that trips our trigger (within budget, the accountant chimes in), we can purchase it. Of course, I would get assigned stores like golfballs.com (the balls are about the right size, but the clubs?) and gloss.com (you ever try to find an eye shadow that compliments a green complexion?).

It’s exciting. It’s got everybody happy. It’s even morale-building (except that the VP for Client Services won’t swap me for gloss.com). And it’s amazing what this little exercise reveals about the state of buying online. You’ll have an opportunity to hear from others about their shopping experiences in upcoming issues. And, naturally, we hope you take the time to read the forthcoming results.

Read the rest of this article.
Read the entire newsletter: Volume 98

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