E-Commerce Times Talkback
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As online retailing enters the early stages of maturity and profitability becomes the
rule rather than the exception, e-businesses might find they need only reset their goals
rather than alter their entire approach. "A lot of what e-tailers were trying to do,
in terms of customer attraction and retention and brand-building, was fundamentally
sound as a way to approach a new industry," Wharton School of Business professor Peter
Fader told the E-Commerce Times. "The questions were about execution and scale."
Peter Stanger said, "companies are learning that if they deliver, the customer will come back." Wrong! Companies DON'T deliver! ...To illustrate: a recent Gartner report said that "many people would like to shop from catalogs, but don't because they are out at work during the day and unable to make arrangements for home deliveries." (http://www.gartnerg2.com/research/rpt-0702-0116.asp). And a quote on the Cambridge Consultants site says that "home-delivery shopping services are failing because customers are too busy to wait at home all day for their goods to arrive". ...Said differently: companies don't deliver because consumers can't easily receive!