Online retailers failing in customer retention
NEWS Online retailers failing in customer retention Australian online retailers risk losing customers by failing to invest in customer loyalty and retention, while the country’s biggest players are still yet to commit in the online space, new research from Forrester Research has found.The research company’s Online Retailing in Australia 2010: Marketing, Merchandising, And Customer Service, revealed a majority of local online retailers are focusing all their attention on acquiring new customers and making sales, but are not putting into place effective measures to retain them past the first purchase.However the research showed 34% of companies surveyed plan to offer customer ratings and reviews for the first time in the next year, with 35% launching their first online community to drive loyalty.
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