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8th April 2008
Online retailers urged to address consumer concerns
Independent online retailers should focus on improving customer service in order to boost sales, experts have claimed.
According to Paul Nadin, founder of Review Centre, internet retailers had to begin matching the level of service offered by the high-street to ensure that the web's impressive growth continued, Retail Bulletin reports.
He told the publication: "You wouldn't accept poor customer service in a shopping centre, nor would you expect your debit card to be refused as a method of payment, so why would you put up with it online?"
Urging retailers to become more in tune with their consumers, he continued: "Some websites want too much personal detail from shoppers, which puts people off, while others don't show images of products available."
Mr Nadin concluded: "Shoppers want a fast, easy shopping experience and e-retailers need to address issues which are stopping shoppers buying."
Meanwhile, the Association of British Insurers and the government have underlined the importance of contingency planning for small businesses, independent retailers and wholesalers.
The campaign follows Axa Insurance research which revealed that as many as 70 per cent of small companies could go out of business if struck by a major emergency in their first year.
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