Winning the Online Consumer 2.0 - Converting Traffic into Profitable Relationships

In this report, BCG reveals the critical challenge online retailers face in trying to meet these ever increasing expectations and demonstrates how satisfying the consumer at each stage of the purchasing process can have a combined effect large enough to push the best online retailers into the black.

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Year of publication:	2001-02-25
Authors:	Silverstein, Michael ; Stanger, Peter ; Abdelmessih, Nina
Published in:	BCG - Publikationen
Publisher:	Boston Consulting Group
Subject:	Verbraucherzufriedenheit \| customer satisfaction \| Electronic Commerce

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Table of Contents
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Introduction
The Challenge of raised Expectations
Eager Consumers
The need to satisfy
Meeting Expectations

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