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Volume 98

FutureNow Article
Wednesday, Sep. 15, 2004

The Grok’s Biggest Gripes

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…

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