John Metzger of Metzger Associates was quoted in today’s Wall Street Journal discussing wholesale companies that are setting up online shops to target retail customers. For non-subscribers, John’s contribution was
“Wholesalers new to the e-commerce world need to make a strong investment in infrastructure that supports all aspects of customer service, technical support, product support, returns,” says John Metzger, chief executive of Metzger Associates, a Boulder, Colo., communications firm that helps companies create online business strategies.
Whereas retailers wouldn’t typically fuss over one or two broken items in a large shipment, he says, “if something is broken, the consumer expects it to be fixed right away and they want someone to help” them fix it.
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