Articles by Geoff Galat

Online consumers are more demanding than ever. They have little, if any, tolerance for website issues, poor site design or longer-than-necessary processes. For organizations with e-commerce channels, this leaves little margin for error. In fact, research indicates that when saddled with an unsatisfying online experience, visitors are likely to abandon their transactions and take their business elsewhere. ...

No call should strike more fear into the heart of an online business than a call from a customer saying, "Your site won't let me do what I want to do." Chilling words, because only a tiny percentage of online consumers will actually pick up the phone to alert businesses to a problem. By the time that call is received, the business is likely to have...

The Web has been one of the fastest growing sales channels for multi-channel retailers and thus is often regarded with some trepidation and less esteem than traditional retail channels. However, the Web might be starting to show signs of maturity Meanwhile, according to recent reports from Forrester Research, online sales will continue to grow, but...