During the holidays, it's more important than ever to do a good job at meeting and exceeding the needs and expectations of those new and infrequent online shoppers because you've paid more to attract this audience, you have so many more of them, and the stakes are so much higher. - Larry Freed Quotes
During the holidays, it's more important than ever to do a good job at meeting and exceeding the needs and expectations of those new and infrequent online shoppers because you've paid more to attract this audience, you have so many more of them, and the stakes are so much higher. Larry Freed
 Holidays

More - Larry Freed Quotes

E-commerce has greatly evolved over the past few years, leading to clear differentiation between the leaders and laggards in most industries. While there's no one formula for success, customer satisfaction is always a focus for any company that is successful over the long term. - Larry Freed Quotes

E-commerce has greatly evolved over the past few years, leading to clear differentiation between the leaders and laggards in most industries. While there's no one formula for success, customer satisfaction is always a focus for any company that is successful over the long term.

Larry Freed

 
We're already seeing that shoppers are more likely to return to the site than they were last week and more likely to purchase offline. This is a positive sign for retailers. - Larry Freed Quotes

We're already seeing that shoppers are more likely to return to the site than they were last week and more likely to purchase offline. This is a positive sign for retailers.

Larry Freed

 
Quite frankly, we did not expect to see such consistent drops almost across the board for all the biggest online retailers. These are the guys that are supposed to be doing it right. - Larry Freed Quotes

Quite frankly, we did not expect to see such consistent drops almost across the board for all the biggest online retailers. These are the guys that are supposed to be doing it right.

Larry Freed

 
We saw the same trends in lowered satisfaction and key behaviors tied to loyalty last year. However, last year's drops were far more significant. This year, online retailers did a better job managing customer expectations as the holiday shopping deadlines approached. In return, retailers will be rewarded with higher loyalty long after the holiday season comes to a close. - Larry Freed Quotes

We saw the same trends in lowered satisfaction and key behaviors tied to loyalty last year. However, last year's drops were far more significant. This year, online retailers did a better job managing customer expectations as the holiday shopping deadlines approached. In return, retailers will be rewarded with higher loyalty long after the holiday season comes to a close.

Larry Freed

 Loyalty
Retailers are getting better and better at managing shipments, but any screw-up, and you lose the customer forever. However, I heard a lot fewer consumer horror stories this year. I think we got a little lucky this year; there were no major weather storms that played with logistics. - Larry Freed Quotes

Retailers are getting better and better at managing shipments, but any screw-up, and you lose the customer forever. However, I heard a lot fewer consumer horror stories this year. I think we got a little lucky this year; there were no major weather storms that played with logistics.

Larry Freed

 
During this critical stage in the holiday shopping season, online retailers face huge challenges to maintaining high satisfaction. Those who aren't able to meet customer expectations online during the last week or two of the holiday shopping season risk the long-term impact of lessened customer loyalty during the weeks and quarters to come. - Larry Freed Quotes

During this critical stage in the holiday shopping season, online retailers face huge challenges to maintaining high satisfaction. Those who aren't able to meet customer expectations online during the last week or two of the holiday shopping season risk the long-term impact of lessened customer loyalty during the weeks and quarters to come.

Larry Freed

 
Going forward, we would expect to see satisfaction trend back upward now that the holiday rush is over. - Larry Freed Quotes

Going forward, we would expect to see satisfaction trend back upward now that the holiday rush is over.

Larry Freed

 
On the bright side, we see satisfaction with Transaction Costs increasing slightly, which is a departure from last year. This shows that retailers are exceeding customer expectations with their pricing strategies for both products and shipping. If online retailers can manage expectations and maintain overall satisfaction during this last week, they should continue to gain value from the holiday shopping season. - Larry Freed Quotes

On the bright side, we see satisfaction with Transaction Costs increasing slightly, which is a departure from last year. This shows that retailers are exceeding customer expectations with their pricing strategies for both products and shipping. If online retailers can manage expectations and maintain overall satisfaction during this last week, they should continue to gain value from the holiday shopping season.

Larry Freed

 
Amazon (is) selling everything from garden appliances and apparel to electronics and used books. But bigger isn't always better from a customer's viewpoint. - Larry Freed Quotes

Amazon (is) selling everything from garden appliances and apparel to electronics and used books. But bigger isn't always better from a customer's viewpoint.

Larry Freed

 Books And Reading
The days leading up to the holiday pose a huge challenge for online retailers, who haven't yet figured out how to maintain high customer satisfaction during this critical juncture. - Larry Freed Quotes

The days leading up to the holiday pose a huge challenge for online retailers, who haven't yet figured out how to maintain high customer satisfaction during this critical juncture.

Larry Freed

 
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