Lost in Cyberspace: Do E-Retailers Just Ignore E-Mail?

E-Retailers may be developing something of a reputation when it comes to responding to e-mail from customers—one they can't afford. The Customer Respect Group, a research firm, reports that e-retailers' responses to e-mail inquiries is dismal, with a significant portion never responding to e-mail. In this session Terry Golesworthy of Customer Respect Group will examine the problem of lack of response, detail why it happens and what it means in lost business, and help retailers understand how to determine if such lack of service is occurring in their own organizations. The session will also feature a presentation by Mike Faith, President of Headsets.com, who has set an aggressive target of responding to e-mails within a short period. He'll explain how his company achieved its e-mail response goals and what benefits it realized from doing so.