Consumer attitudes of those who shop and purchase online are significantly different from the habits and preferences of consumers who visit stores.
Their purchase decisions are driven and based on a different set of factors tied to the characteristics of the e-space environment.
For an e-commerce business to survive, it is absolutely necessary to establish and maintain an intimate understanding of the customers, their behavior, and the factors that drive purchase decisions.
In the current e-commerce environment, online consumers are highly sensitive to the following characteristics:
• Quick page download time, 8-10 seconds
• Fast navigation, 2-3 page views to get to the consumer’s objective
• Logical and understandable first page view; purpose of site, company’s mission, organization of site
• Quality user-friendly web site, easy to read and view with interesting graphics
• Immediate customer service, a human to contact to ask questions while browsing
• Complete product descriptions, price and other charges, and pictures
• Contact information, company address, store locations, telephone numbers, email address
• Confidentiality regarding use or sharing of consumer information
• Opt-out, or permission-given privacy policies for consumer data entered on the site
• Security arrangements for online transactions
• Convenient return policies and options
• Order acknowledgement & ability to check shipping status
• Site stability, similar look and feel for each successive visit
Their purchase decisions are driven and based on a different set of factors tied to the characteristics of the e-space environment.
For an e-commerce business to survive, it is absolutely necessary to establish and maintain an intimate understanding of the customers, their behavior, and the factors that drive purchase decisions.
In the current e-commerce environment, online consumers are highly sensitive to the following characteristics:
• Quick page download time, 8-10 seconds
• Fast navigation, 2-3 page views to get to the consumer’s objective
• Logical and understandable first page view; purpose of site, company’s mission, organization of site
• Quality user-friendly web site, easy to read and view with interesting graphics
• Immediate customer service, a human to contact to ask questions while browsing
• Complete product descriptions, price and other charges, and pictures
• Contact information, company address, store locations, telephone numbers, email address
• Confidentiality regarding use or sharing of consumer information
• Opt-out, or permission-given privacy policies for consumer data entered on the site
• Security arrangements for online transactions
• Convenient return policies and options
• Order acknowledgement & ability to check shipping status
• Site stability, similar look and feel for each successive visit