The Web is shaping up to be one of retail's bright spots this holiday season, thanks in part to a new take on an old-fashioned retail idea: good service.
At a time when traditional retailers are being ultra conservative, many Web sites have been spending to make shipping times faster, consumer-generated reviews better, and to offer new features such as online layaways. Amazon.com Inc. is rolling out more "frustration-free" packages that replace hard-to-open plastic clamshells; eBay Inc. is highlighting merchants with the best ratings; and Sears Holdings Corp. is launching online layaway.
In contrast, many traditional retailers have cut way back on inventory levels and holiday staffing, hoping to avoid the massive profit-eroding discounts of last holiday season.
Neiman Marcus, for instance, has slashed merchandise orders more than 20%. Saks Inc. has cut its merchandise by about 20%, but provides access to its web site at cash registers so clerks can help customers locate merchandise online.
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