A new survey from Accenture finds that the majority of U.S. consumers use the Internet to research products but prefer to make their purchases offline.
"If the on-hold time is too long, if the customer is passed around to different departments or if online navigation is confusing the sale can easily be lost. Customer service can be a powerful - and profitable - differentiator for retailers that know what their customers want and how to deliver it."
The survey participants were composed of 600 U.S. consumers and was conducted online in January of 2007.
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