Quotes by Dr. Bonny Brown

“We saw a lot higher levels of frustration. Theres a lot more room for improvement across the board.”

“The home page is often a very strong factor in driving future usage—things that you wouldnt think would have such a strong impact.”

“There certainly is a lot of hope for all of these engines because were still seeing people say theyll switch if they dont find what theyre looking for.”

“The Cadillac Web site really is the Cadillac of luxury auto Web. Competitors in the luxury auto industry can learn something about customer satisfaction and the online customer experience from Cadillac. They are the drive away leader.”

“This study clearly shows a significant positive impact on brand perceptions and purchase intent for luxury auto manufacturers when they master the online experience. For those that dont provide a superior online experience, they are actually damaging their brand and taking the air out of their multi-million dollar advertising campaigns.”

“Although the online channel has not traditionally been where consumers apply for cards, credit card sites and online services do have a major impact on consumer decisions. The impact of card sites on consumer decisions and behavior is steadily increasing, and card companies need to sit up and take notice.”