Sinds shoppen op het web mogelijk is vraagt men zich al af hoe al die langskomende bezoekers tot kopers kunnen worden gemaakt. We worden er steeds beter in, maar echt veel veranderd er niet.
"But e-tailers are finding that getting paying customers to come back again and again through strong customer service is as important to their growth as it is in the world of shopping malls and downtowns everywhere. It's just that they'll have tread carefully, because with the Web, retailers are literally in their customers' homes and offices."
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