When one person relates such a story [of a negative consumer experience], and then hears another person relate a similar experience, the perception of the brand is affected at the local level. This may not initially impact a company's immediate sales, but if continued over time, enough people in a local market share information to have an impact. Add the Internet, and the issue can quickly become national.
Source: Darwinmag.com
Business to Consumer (B2C) E-commerce is more than Amazon.com. B2C has grown to include services such as online banking, travel services, online auctions and personal healthcare information. Real estate's use of the web has literally exploded.
What are the major challenges of B2C E-commerce?
- Getting browsers to buy things
 Your E-commerce site cannot live on traffic alone. Getting visitors to the site is only half the battle. Whether they buy something is what determines if you win. Increasingly, we work with Clients to implement a "live chat" feature enabling live operators to engage website visitors and assist them in browing the site.
- Building customer loyalty We work closely with the client to design in features that enable the visitor to feel a part of the "community" of the website. Through site personalization features and easy-to-use customer service applications including live-chat features, help the visitor to feel like "more than a number."
- Delivery E-commerce has increased the focus on customer satisfaction and delivery fulfillment. Buyers may buy once from you based on price, but if delivery or return issues sour their experience, you probably won't get them to buy again. Developing an exceptional delivery system in B2C sites is especially important with the growing ability of consumers to rank and comment publically on their buying expenses (see, for example, Amazon.com). At Axxiem, we consult with our clients not only on designing a website that effectively sells, but also on developing a delivery system that keeps the business going.
 Lilla P was founded in 1998. Their online presence enables loyal customers to find their great styles in local retail by searching the geographic database of retail stores carrying the Lilla P brand. The website also allow loyal customers to easily purchase new fashions right from the website. The shopping experience is simple, engaging and communication is easy. |
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