Contact Us          Submit a News Story          News Archives          Home
   

Google
E-Commerce News

Unhappy eCommerce shoppers tell it like it is

Oct. 3, 2008

Add to del.icio.us     Digg this story Digg this

eCommerce site managers and eTailers have known for a long time that consumers spread the word quickly when they have had a bad experience with a business, be it online or not. The same is true if they bought a product or service that they aren't happy with. Today, there are many user review sites and ratings websites where consumers can vent out their frustrations.

With all the bad financial news that has rocked Wall Street and Main Street in the past two weeks, now more than ever, people today have the technology to spread the word faster than ever, and eCommerce storefront managers, both large and small need to carefully pay attention if they wish to not just continue to sell, but to simply stay in business.

According to an August 2008 survey conducted by Harris Interactive, online shoppers in the U.S. who have had problems completing transactions also use direct word-of-mouth to share their experiences with others, both online and offline.

Over 72.1 percent of survey respondents said they told someone in person about their problem, and 51.6 percent of respondents said they told someone over the phone or by e-mail. This is the most powerful type of recommendation against something consumers can make, and retail business managers need to take note and act upon it rapidly.

About 71.3 percent of respondents said that service agents didn't understand their particular issue, or were rather indifferent to hear their problem. Of the respondents that participated in the study, 68.9 percent spoke with agents who were not even knowledgeable about their websites, and almost 49.7 percent of respondents said their issues were not resolved in any way.

One of the main reasons consumers start complaining to their friends is that they do not get satisfaction from customer service. In September of last year, the same two companies surveyed online shoppers who had contacted customer service about transaction problems.

But online retailers should be careful not to shoot the messenger... While it might be tempting to shut down Internet tools that enshrine bad feedback forever, that can do more harm than good.

Still, about 52.6 percent of U.S. Internet users who posted feedback about products and services to 'BazaarVoice' client sites left positive feedback most of the time, according to a study conducted by Keller Fay Group and released in November of last year.

Add to del.icio.us     Digg this story Digg this

Source: Harris Interactive.

This article was featured on the Business 5.0 portal. Click here to visit the site.     This article was featured on Business 5.0.



Advertise on E-Commerce News

Advertise on E-Commerce News and increase your site's visibility while boosting your sales.

If you have a product or service that deals with the ecommerce or ebusiness field, advertising on E-Commerce News can bring you new sales leads and close new marketing channels. This news portal is read by over 25,000 people a week.

Businessmen and woman that either own an ecommerce website, an ebusiness franchise, a B2B commercial exchange or by people in all walks of life that need to keep abreast of this fast-changing field. For more information on the many advantages of advertising on our news portal or to request pricing information, please send us an email and a marketing representative will be glad to answer you promptly.

Contact | Submit News | News Archives | Home


Copyright E-Commerce News. All rights reserved.

 
Avantex offers professional Web hosting services at wholesale-only prices. Get the best Linux or Windows hosting package for your eCommerce website. Learn more by clicking here.