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E-Business 

Q  I have a traditional business. What do online customers want?

A 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

 


 

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Page last updated: October 11 2013

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