Thursday, September 14, 2006

Internet retailing, still not asking the customer

First published in Marketing magazine in September 2006, this piece looks at how rudimentary research is on online consumers' behaviour instore, compared to the sophistication of research on physical retail.  It's still the case now, though things have certainly improved; and the obsessive attention to conversion and customer journey displayed by operators like Amazon is still bafflingly rare across online retail in general.