e-commerce (consumer)

This is the article I wrote about e-commerce and consumer implications from this assignment:
http://web.ics.purdue.edu/~natt/consumerassignment1.htm The jumbleness at the end is supposed to be a service-journalism box to tell consumers what to do to help the situation.

Purdue Retail Institute tells consumers to speak up about e-commerce

The Purdue Retail Institute says that retailers need to listen to the complaints and wants of their consumers in order to maintain and increase sales online.

While half of all Indiana households have Internet access, 50% to 75% of people who visit a store’s website do not complete the intended purchase. The institute’s statistics show the most common customer complaints are Web sites problems, unavailable products, late deliveries and the inability to track order status.

“If stores want to increase e-sales, they need to listen to consumers,” said Richard Feinberg, Purdue Retail Institute. “Consumers can reinforce their power by demanding easier to use sites that cater to what they want.”
Many consumers are ill-informed about online stores before they begin shopping, and this leads to confusion and disappointment. Feinberg recommends doing a little research about the store’s website. Consumers can check return policies ahead of time, look for sites with order confirmation and tracking, online help, and easy to use search tools, and read online reviews from the Better Business Bureau and other consumers.

Knowing about the retailer’s policies and website in advance can improve the process for consumers. For example, many online purchases cannot be returned at physical stores because the systems are kept separate. Some stores offer web chat or instant call back to answer consumers’ questions.

Certain features are more important to consumers than others when it comes to buying online. In order to buy products online instead of simply searching for them, consumers want Web sites with good search tools, express ordering and featured specials. Browsing for products online is easier for consumers. Free shipping, first time buyer discounts, online coupons and easy returns help turn this browsing into sales.

To Feinberg, consumers have control over the future of e-commerce.

“Consumers have spoken about what they want and need,” he said. “If customers stay away or complain enough, sites will eventually get the message.”

(POE)

Consumers can be picky with sites

Consumers can choose a good store website by doing some research.

They can:

• Read return policies
• Check sites for:
• Order confirmation
• Tracking
• Online help
• Easy-to-use search
• Read online reviews from:
• Better Business Bureau (www.bbb.org)
• Consumer sites (www.My3cents.com)
• Other consumers