Customer Service

Poor Online Customer Experience Creates Disloyal Customers

Provided by Adobe

Category Customer Service

Type White Paper

Length 15

Publish Date October 22 2010

Date posted August 26 2011


Though vendors have been iterating on eCommerce since the late 1990s, there is still a lot of work to be done to achieve consistent satisfactory customer experiences. A poor online experience can create disloyal customers. This Forrester Consulting paper evaluates how consumers' and business buyers' opinions of online customer experiences compared to vendors' perceptions of their own online presences

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