Shopping Across Channels: A Survey of Customer Preferences
In both preference and practice, people have established personal hierarchies surrounding the channels through which they carry out conversations with selected vendors. An Opus Research survey of roughly 1,000 respondents shows the order in which they turn to Web sites, search engines, toll-free numbers, social networks, store visits, blogs, IM and chat to support shopping, product selection, initial set-up and ongoing support.
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