Al Dhanji and Andrzej Jablonski

Articles by Al Dhanji and Andrzej Jablonski

Retaining Online Customers

The information economy is breeding a new type of savvy customer: educated, demanding and skeptical, with zero tolerance for wasted time or unfulfilled promises. Developing a Web presence to attract this new breed is only a starting point. Retaining online customers in an environment where they can defect to a competitor at the click of a mouse is the central challenge in evolving a Web presence into e-business. Many online ventures fail because short-sighted companies are distracted by technology issues instead of focusing on the central tenet of their business: satisfying their customers.

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