It so happened that over the past few weeks I’ve been doing a lot of online shopping, and while altogether sad/uncomfortable it was interesting to register some of the mistakes online merchants (aka e-tailers) make. As I was watching them commit their mistakes, I couldn’t help but also make parallels with affiliate program management. Today [...]
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Earlier this week ForeSee Results has published the results of its newest Christmas survey conducted among over 10,000 of UK consumers who have shopped Britain’s top 10 online retail stores this holiday season. Here are just a few snapshots of the results that I myself have found to be especially interesting: Year-on-Year Customer Satisfaction Increase [...]
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Yesterday ForSee Results released their annual E-Business Report based on ACSI (American Customer Satisfaction Index) methodology. “The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. ” [source] The following general observations were made in the ForeSee Results’ study: Social Media: Current customer satisfaction is [...]
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Just a couple of hours ago, ForeSee Results has released the results of the newest ACSI Annual E-commerce study. After a slight drop in 2008, the overall customer satisfaction with e-commerce sector has raised in 2009 back to the level of 2007. The drop in 2008, just as drops in 2001 and 2004, are explained [...]
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Upon surveying “4,600 US consumers about their interactions with a variety of companies gauging the usefulness, ease of use, and enjoyability of those experiences”, Forrester has arrived at its 2010 Customer Experience Index (not to be confused with the Customer Satisfaction index recently published by ForeSee Results). It is being reported that out of 133 [...]
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Having analyzed this holiday season’s performance of the top US and UK online retailers, ForeSee Results has published two interesting lists where they rank the top 40 e-tailers in each country according to the American Customer Satisfaction Index [more about ACSI]. Yesterday they published the UK data where the top 10 e-tailers list looks as [...]
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