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The Grok’s Biggest Gripes
Posted By The Grok On September 15, 2004 @ 1:33 am In Articles,Customer Experience,Customer Focus,GrokDotCom Newsletter,Marketing Rants,Research,Retail,Volume 98,e-commerce | No Comments
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.
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URL to article: http://www.grokdotcom.com/2004/09/15/the-groks-biggest-gripes/
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 Read the entire newsletter: Volume 98: http://www.grokdotcom.com/Volumes/Volume9-15-04.htm
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