Comments on: Online Retailers Fail Customer Experience 101 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/ Marketing blog focused on marketing optimization, improving website conversion rates, search engine marketing, web analytics, word of mouth, etc. Sun, 08 Nov 2009 02:49:30 -0600 http://wordpress.org/?v=2.8.5 hourly 1 By: Tires Toronto http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/comment-page-1/#comment-1192811 Tires Toronto Sun, 13 Sep 2009 16:31:41 +0000 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/#comment-1192811 It amazes me how often customer experience is disregarded even today. Quite often businesses will be in search of SEO to increase traffic. However, sometimes the best ROI is to ensure they create an experience which generates sales but more importantly return sales. It amazes me how often customer experience is disregarded even today. Quite often businesses will be in search of SEO to increase traffic. However, sometimes the best ROI is to ensure they create an experience which generates sales but more importantly return sales.

]]> By: Ecommerce Alchemy: Turning Disgruntled Customers Into Brand Advocates - News: Everything-e http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/comment-page-1/#comment-1136642 Ecommerce Alchemy: Turning Disgruntled Customers Into Brand Advocates - News: Everything-e Thu, 29 Jan 2009 10:17:18 +0000 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/#comment-1136642 [...] contacting the vendor. This is a result of companies missing the mark on successfully meeting our customer experience basic [...] [...] contacting the vendor. This is a result of companies missing the mark on successfully meeting our customer experience basic [...]

]]> By: Ecommerce Alchemy: Turning Disgruntled Customers Into Brand Advocates | FutureNow's GrokDotCom / Marketing Optimization Blog http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/comment-page-1/#comment-1136634 Ecommerce Alchemy: Turning Disgruntled Customers Into Brand Advocates | FutureNow's GrokDotCom / Marketing Optimization Blog Thu, 29 Jan 2009 10:06:10 +0000 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/#comment-1136634 [...] contacting the vendor. This is a result of companies missing the mark on successfully meeting our customer experience basic [...] [...] contacting the vendor. This is a result of companies missing the mark on successfully meeting our customer experience basic [...]

]]> By: Gift shoppers are different « Retail, in the eyes of the everyday customer http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/comment-page-1/#comment-383650 Gift shoppers are different « Retail, in the eyes of the everyday customer Tue, 11 Dec 2007 16:28:05 +0000 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/#comment-383650 [...] rich editorial content could help them navigate the labyrinth of choice. Grokdotcom lists “better and more enticing product descriptions” as the biggest area in which retailers [...] [...] rich editorial content could help them navigate the labyrinth of choice. Grokdotcom lists “better and more enticing product descriptions” as the biggest area in which retailers [...]

]]> By: Control Group Benefits » Marketing Productivity Blog » Blog Archive http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/comment-page-1/#comment-383480 Control Group Benefits » Marketing Productivity Blog » Blog Archive Tue, 11 Dec 2007 13:52:51 +0000 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/#comment-383480 [...] fact, I could argue that Response metrics are really about your selling process, not the customer buying process – response is not a customer-centric measurement approach.  Response doesn’t take into [...] [...] fact, I could argue that Response metrics are really about your selling process, not the customer buying process – response is not a customer-centric measurement approach.  Response doesn’t take into [...]

]]> By: Marc Karasu http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/comment-page-1/#comment-377872 Marc Karasu Sat, 08 Dec 2007 13:34:05 +0000 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/#comment-377872 Great post. Your readers might want to try www.Measuredup.com a leading customer service review site. Great post.

Your readers might want to try http://www.Measuredup.com a leading customer service review site.

]]> By: Kelly Rusk http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/comment-page-1/#comment-376030 Kelly Rusk Fri, 07 Dec 2007 15:19:11 +0000 http://www.grokdotcom.com/2007/12/07/online-retailers-fail-customer-experience-101/#comment-376030 I think a drawback of having such useful analytics and metrics available is that we sometimes forget to look at what matters most: customer experience. A lot of the points you mentioned seem to be common sense, yet retailers are still ignoring and/or overlooking. Great data. Thanks for sharing. I think a drawback of having such useful analytics and metrics available is that we sometimes forget to look at what matters most: customer experience. A lot of the points you mentioned seem to be common sense, yet retailers are still ignoring and/or overlooking.

Great data. Thanks for sharing.

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