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Consumers say web sites are best at making relevant product recommendations. But most rarely act on those suggestions.
The Internet has emerged as the retailing channel that shoppers say knows them best. 45% of consumers say Internet retailers provide the best product recommendations, compared to 31% for TV shopping channels, 18% for stores and 6% for catalogs, according to a recent study of more than 1,300 consumers and 24 merchants by The E-Tailing Group Inc. and sponsored by MyBuys Inc., a provider of personalization technology. But when asked which retailing channel knew them the least, 25% also named the Internet. 76% of consumers say they buy recommended cross-sell or upsell products, although 55% say they buy such products rarely and 6% say they have never even noticed a cross-sell or upsell pitch.
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