Devoted to customer service and the principles of exceptional customer services

Did you know that consumers spent $109 billion on the internet last year, but only 2 percent of visitors were converted to buyers?  Retailers spend almost 30% of their sales budgets on marketing, yet they still have a hard time converting website visitors into customers.  It seems that these retailers are spending too much time on their web metrics instead of traditional market research.  They should be out talking to their customer service agents and more importantly - their customers - to find out what exactly they’re looking for and what prompts them to buy. 

As any website owner can tell you - myself included - it’s pretty easy to get sucked into your website statistics.  You want to know who’s been visiting your website, how they got there, what search words they used to get to your site, etc. etc.  I have to admit that I’m still a little obsessed with my web statistics and I realize now that the time that I spend pouring over website reports could be time used to connect more with my current customers.  

(Source: Yahoo/Adweek.com)