The Power of Chat

Sharkey, Mike
November 2008
Retail Merchandiser;Nov/Dec2008, Vol. 48 Issue 6, p22
Trade Publication
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.


Related Articles

  • Ritz Interactive Sales Up 16% During Quarter. Wolf, Alan // TWICE: This Week in Consumer Electronics;6/5/2006, Vol. 21 Issue 12, p8 

    The article reports on the sales performance of electronic commerce network Ritz Interactive for the first quarter ended March 31. The network include RitzCamera.com, WolfCamera.com and other online shopping sites. The company reported a total of $20.1 million in sales during the quarter. This...

  • AN EMPIRICAL ANALYSIS OF THE RELATIONSHIP BETWEEN WEBSITE CHARACTERISTICS AND CONSUMER ONLINE BUYING BEHAVIOR. Chuang, Chao Chao; Hu, Fu-Ling // Interdisciplinary Journal of Contemporary Research in Business;Nov2012, Vol. 4 Issue 7, p286 

    E-commerce has evolved at least more than one decade. The continuous growth of e-commerce has created various opportunities for E-retailers. This research attempts to examine website characteristic that may influence consumer online buying behavior and to investigate different perceptions of...

  • FEELING DISCONNECTED. Marek, Angie C. // U.S. News & World Report;8/18/2003, Vol. 135 Issue 5, p38 

    Offers a look at customer services for electronic commerce. Lack of a telephone number for customer services on many e-retailer web sites, including Amazon; Use of chat programs in customer relations; Suggestions for electronic consumers.

  • Differentiation Advantages in the On-line Brokerage Industry. Oetzel, Jennifer M. // International Journal of Electronic Commerce;Fall2004, Vol. 9 Issue 1, p105 

    Research across a variety of industries shows that the lowest-priced on-line sellers do not have the highest market share. This makes it important to identify the sources of differentiation advantage that can result in higher market share. Insights from the resource-based view are utilized to...

  • How to lengthen, deepen and broaden customer�firm relationships with online financial services? Chiung-Ju Liang; Hui-Ju Chen // Journal of Financial Services Marketing;Dec2009, Vol. 14 Issue 3, p218 

    This study aims to examine the influence of online relationship marketing on consolidating online customer�firm relationships. Through developing an empirical model, this research explores the links between online relationship bonds (financial, social and structural bond), online...

  • The Cost of Bad Online Experiences. McCafferty, Dennis // CIO Insight;12/26/2013, p1 

    The article discusses the results of LivePerson's 2013 survey which showed that companies lose sales opportunities due to their failure to provide a satisfactory online experience to shoppers. Other results include sales loss attributed to the manner in which businesses treat shoppers when they...

  • Customer Care Goes to Extremes. Rockwell, Mark // Wireless Week;10/15/2006, Vol. 12 Issue 21, p26 

    The article offers a look at the customer care service by Israel-based online wireless telephone store Younevercall.com. The company has begun marketing itself under the idea of extreme customer care for customers that buy wireless phones and service plans from large carriers. Based primarily on...

  • IMPACT OF E-TRUST ON E-LOYALTY. AMMISETTI, ANDAL // International Journal of Research in Computer Application & Mana;Apr2014, Vol. 4 Issue 4, p14 

    Though online retailing is evolving at an unprecedented rate, participants at all levels still exhibit a fundamental lack of trust. It is noted by many academicians that "difficulty of use and lack of trust with respect to online payment, privacy and customer service have been found to...

  • Online Banking Ranks High in Customer Satisfaction. Kersnar, Scott // National Mortgage News;3/21/2005, Vol. 29 Issue 26, p29 

    The article reports that two recent reports by online market researcher ForeSee Results show that while customer satisfaction with e-commerce has declined since last year, with eBay and Amazon showing marked declines, online banking is earning increased consumer acceptance. Amazon, famous as a...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics