November 13, 2006
Bad web site hurts brick-and-mortar retailers
Gomez, an Internet performance tracking company, shows that many consumers who have had a bad online experience with their retailer are punishing the actual stores by not going as frequently, or tying up store personnel with questions about the site.
The complete article is here:
http://www.eweek.com/article2/0,1895,2050862,00.asp
We've believed what the Gomez report confirms for several years now. It's just good to have some real numbers to support our operating standards with regard to ecommerce and overall online customer experience. The rewards for doing so (and the penaltys for not doing so) are in the bottom line.