The explosive adoption of the Internet has created a new kind of Web-savvy customer who expects a rich, efficient, personalized online user experience that's accessible 24/7 via any online access point -- Web, mobile device or social media -- and that provides consistent engagement across multiple channels. In order to succeed in today's online-centric world and meet the demand of the Web-savvy customer, you have to create positive digital customer relationships. Gone are the days when businesses can simply do what is best for the business, with little or no focus on the customer's desires.
e-Commerce Times