ABSTRACT
And when that consumer-friendly company makes it easier to do business with them by phone, when they add value by offering services you can’t get any other way, then transacting off the Web becomes a no-brainer. If I can track a package at 7am while I’m checking my e-mail, then I will. Once the consumer (or his kid) buys something by credit card over the Web — and nothing bad happens — the scare is over. They’ll do it again.
