WSJ Quotes Metzger in Online Retailing Article

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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