In an online shopping survey commissioned by MoreComputers.com, an extraordinary 93 percent of respondents said they were "annoyed" by some of the tactics being used by online companies.
When we see the huge 93 percent that are dissatisfied, it should cause us to immediately pause. The word "opportunity" should leap to our minds right away.
But first, what is causing this anger at online retailers?
In what is being called "philfing," a word that stand for hiding what it is the the visitor is really looking for. For example, in the case of travel sites, there are extra charges being added which aren't communicated until the last moment when then it is sprung on people; things like booking fees and insurance.
Other types of online sites will say they offer free delivery, but then will add the "postage and handling" costs that they aren't told about. Of those surveyed, 64 percent said that the hidden delivery costs would keep them from making the purchases.
“Shopping online is without doubt quick and convenient,” said Brian Trevaskiss, operations manager at MoreComputers.com. “However this growing trend of philfing is so annoying for consumers that they abandon their baskets at philfers' sites and shop elsewhere.”
Some of the other things that have angered people are being forced to register before purchasing, no telephone number on the site and lack of information about services connected to their interests.
As far as the opportunity I mentioned, just look at having integrity and ethics can do for an online business. People are continually abandoning these types of sites in favor of those that are honest upfront.
If you're concerned about those customers that won't buy from you because of this type of dishonesty, then remind people checking out your products and services to look at all the costs associated with competitive products and the problem of "philfing."
Concerning the other irritants to customers, look at how easy they're taken care of. Don't make people register to buy, have a telephone number and offer other product and services information connected to what they're viewing. All of that is in our best interests anyway.
The enormous amount of dissatisfaction is a great opportunity for us online marketers to do it right and reap the rewards.
Comment Preview