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E-commerce providers urged to offer 'trustworthy websites'
May 23 2011, 16:53 PM
E-commerce providers have been encouraged to follow best practice guidelines when setting up a website.
Global management consultancy Kurt Salmon believes that businesses could lose out considerably if aggrieved customers criticise them via social media.
This, it said, is because more and more internet shoppers are letting their decisions be swayed by recommendations and reviews from other consumers.
Mark O'Hanlon, manager at Kurt Salmon, commented: "This means the costs to the retailer associated with poor customer satisfaction are higher."
He said this should serve as a "very real incentive" for businesses to make sure customers can "trust their websites and the information contained within".
Mr O'Hanlon added that many users of e-commerce sites are using multiple channels to determine their decisions, as some are using their mobile phones to access product reviews while shopping at a high-street outlet.
This comes shortly after Con Mallon of Norton encouraged businesses to implement a customer data strategy to reduce the chances of sensitive information falling into the wrong hands.
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