Tuesday, December 4, 2007

Many Web Retailers Miss The Basics

Online retailers are failing to execute on many e-commerce basics, according to FutureNow's "2007 Retail Customer Experience Study." FutureNow sent mystery shoppers and analysts to over 300 retail Web sites.

Of those sites,
  • 74% offered estimated delivery times
  • 61% did not offer any information on the product page regarding in-stock availability
  • (Only) 58% correctly answered an e-mail question within 24 hours
  • 52% of retailers had physical stores; only 10% of all retailers offered in-store pickup of orders
  • 43% offered free shipping
  • 42% provided shipping costs early in the checkout process
  • 35% had a checkout process with more than four steps
  • 33% offered customer reviews

Source: Emarketer

More information on Customer Relationship Management can be found at www.CRMindustry.com

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