TITLE

The Power of Chat

AUTHOR(S)
Sharkey, Mike
PUB. DATE
November 2008
SOURCE
Retail Merchandiser;Nov/Dec2008, Vol. 48 Issue 6, p22
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
This article explains that the decision of Fred Lerner, president and chief executive officer (CEO), of Ritz Interactive, to add service-oriented chat and e-mail for RitzCamera.com led to the surge in online orders. Lerner's decision came after he read a study on online shopping which asked consumers to describe the elements that make up a perfect e-commerce site. The consumers surveyed replied that they want free shipping, no sales tax, and an 800 number, e-mail and online communication tool for customer service.
ACCESSION #
36074914

 

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