A Very Festive Season for E-Tailers

Overall sales growth slowed in 2001, but not during the holidays, when improved customer service lured Web shoppers in record numbers

Two years ago, when online customer service was uneven at best, it looked as though holiday shopping over the Internet was stalled on Santa's runway. Since then, e-tailers have made dramatic strides in making shopping more customer-friendly by improving everything from the ordering and payment processes to security, logistics, and returns.

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