I talk about perceptions all the time. From how new customers will view your site to your e-mails and everything in between. We’re virtual so customers will look at every visual and functional detail to determine if they want to do business with you. Fail their expectations and that’s called lost opportunity. Lost opportunity that can so easily be avoided….
“Failing to meet customers’ expectations at any point along the buying continuum - from login to receipt of item - can have an adverse impact on the customer’s perception of not only the store, but the brand as well”. ~ Linda Shea, SVP and Global Managing Director of Customer Strategies at Opinion Research Corporation US
Some of the main points that you can easily avoid:
- 19% dislike learning an item was backordered or out of stock after said item was placed in a shopping cart;
- 14% are frustrated by Web sites that malfunction as payment is being processed;
- 8% are confounded by unclear return policies;
- 6% don’t like unclear shipping information; and
- Another 6% dislike not getting an acknowledgment after an order has been placed.
The above points are all common sense and issues that if you haven’t addressed throughly, you should make a point of doing so right now. Having a eCom application that makes these issues easy for you to setup and maintain makes a world of difference to. If you have a system that doesn’t track inventory, send order and shipping acknowledgments, or a seamless payment process, time to move to a platform that does!
To see the full article:
Consumers Sound Off On Online Shopping Frustrations: Survey
At your service,
Judith
