What can stores do to improve customer satisfaction this year as consumers start to expect more online?
Historically, we saw price not as a major driver of satisfaction. Last year was the first year it became a top priority for consumers. I would expect that to continue through this year with unemployment still high and many people still suffering economically. Merchandise availability is a big part of it. In the online space it also comes down to trust and the user experience. Trust has a lot to do with it. And that’s one of the challenges that the smaller retailers have. Alternative payment options can help. The user experience has always been key. So it really comes down to people being able to navigate and find what they’re looking for quickly. Cyber Monday: overhyped or legitimate? I think it is a little bit over hyped. A couple years ago it was really big. My sense is that it’s waning a little bit. Retailers are getting out in front of it. Last year they offered online specials even before Thanksgiving. The part of it that’s real is if you go to the malls on the weekend and do your
