How to grow rich like Amazon, Flipkart founders online: Check these golden tips
With the growing penetration of internet and the government's determined focus on schemes like Digital India and Startup India, scores of online retailers have sprung up across the country.
With the growing penetration of internet and the government's determined focus on schemes like Digital India and Startup India, scores of online retailers have sprung up across the country. Their single dream: To earn like online giants Flipkart and Amazon. But not many dreams succeed. As only glitzy website or a modern app are not sure-shot recipe for success in online marketplace. One of the biggest reasons for the failure of new online marketers could be poor customer service. At least, this is what a recent study shows.
The 2019 UPS Pulse of the Online Shopper study shows that 48 per cent of consumers in India completely cut off an online retailer on account of poor perceptions. The study says, "Globally, nine out of 10 online shoppers stop purchasing or purchase less frequently due to poor customer service. Shoppers take poor service especially hard in South Korea, where 70% say they stop purchasing completely from a site."
"Chinese online shoppers are more forgiving, but only barely. Just under half (45%) of shoppers stop using a retailer completely aµer poor service. In India, 48% of consumers completely cut o’ a retailer," it adds.
The study notes that the "online shopper absolutely believes he/she is right even when a retailer isn’t so sure." Hence, the tips for a booming online business for you could be (the key takeaways of the study):
- Leave the shopper believing in you, or risk losing business.
- Communicate with consumers the way they prefer.
- "Prevent a poor experience from ever happening. Think of any customer complaint as a gift – it alerts you to what must be repaired so another customer doesn’t have the same poor perception.
Looking forward, the study says in the next three years, " The companies that succeed in e-commerce will understand the needs and desires of consumers so well that they energetically reflect the consumer’s personalities, preferences and styles."
The UPS Pulse of the Online Shopper study evaluates consumer shopping habits from pre-purchase to post-delivery. The study was conducted in early 2019 and is based on a PwC survey of more than 18,000 online shoppers worldwide. Respondents made at least two online purchase in a typical three-month period.
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