Purchase Solution

Customer Paths on a Business Site

Not what you're looking for?

Ask Custom Question

Business Problem: As the owner of an online surfing gear business, you periodically study the customer paths on your site. This week you've noticed a high percentage of customers abandoning their orders at checkout. Outline the possible reasons as well as how you would correct the problem.

Purchase this Solution

Solution Summary

The customer paths on a business site are examined.

Solution Preview

There are a plethora of reasons a consumer may not follow through with a purchase at checkout.

"Customer service is a problem for many electronic commerce sites. Recent research indicates that customers rate most retail electronic commerce sites to be average or low in customer service. A common weak spot for many sites is the lack of integration between the companies' call centers and their Web sites" (Schneider, 2004).

For example, I purchased a product from an e-retailer; I paid for a total of four items. When my package arrived I received two items. I called the organization to voice my concerns and it just so happens the customer service via telephone was inefficient. The organization neglected to mention before the shipment was shipped that I wouldn't receive my entire order. Needless to say, the company failed to refund my money for the items I purchased that were not included in the shipment. I discovered that speaking to a representative was difficult because they rarely answered the phone, and when they did ...

Purchase this Solution


Free BrainMass Quizzes
SWOT

This quiz will test your understanding of the SWOT analysis, including terms, concepts, uses, advantages, and process.

Production and cost theory

Understanding production and cost phenomena will permit firms to make wise decisions concerning output volume.

IPOs

This Quiz is compiled of questions that pertain to IPOs (Initial Public Offerings)

Managing the Older Worker

This quiz will let you know some of the basics of dealing with older workers. This is increasingly important for managers and human resource workers as many countries are facing an increase in older people in the workforce

Learning Lean

This quiz will help you understand the basic concepts of Lean.