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Casual Articles - Ecommerce In India - Building Trust
What do you mean by a 'brand'? It's no secret that most fine chess sets are made by artisans in India. They are nicely weighted, beautifully designed and look/feel great. Some manufacturers are better than others, and quality is an ever present issue to grapple with on an ongoing basis. But good quality can be had - and there are a number of stores, physical and online, that market excellent quality chess sets for good prices that yield a little profit for the operator. How can we make ours distinct? How can we make our version the next Jaques, that will someday be heard on a future incarnation of Antiques Roadshow, where the owner will show that warm glow of satisfaction when the expert tells them that she has a genuine 'Baron' as sold by the early 2000 chess retailer ChessBaron? Hmmm, yes, our sights are indeed set high.Will the brand be genuine? We don't want to just call it a Baron, knowing that the same is purchasable elsewhere. We want a real brand. I want to pass my business to my son, and he to his son or daughter, so we want a business that will stand the test of time and have a product that will span that amount of time. Therefore we need to build differences in our product even whilst knowin
If you’re detail-oriented, are fascinated with airplanes, and are interested in a starting salary that can run close to $100,000, you might consider becoming an air traffic controller. The U.S. government plans to hire thousands of controllers in the years ahead, making it an especially promising field. Since most of the current controllers are expected to retire by 2011, there’s a real need for people who are willing to take up the air traffic control challenge. Also, because of the large number of airports around the country, if you live in a major metropolitan area, chances are there’s a need for controllers in your geographical region.The primary responsibility of an air traffic controller is to coordinate the movement of airplanes to ensure that air traffic moves in an orderly fashion. As a result, it’s a position of tremendous responsibility, since a controller is called upon to make decisions that can literally save lives.In order to qualify to become an air traffic controller, you need to have four years of college or three years of experience working full-time. If you have no experience in air traffic control, you’ll also need to complete a computerized eight-ho
An incident during one of the Christmas seasons helped me answer this question. Christmas is the peak season in US for all retailers and majority of the online and B&M sales occur during this time frame. This is the time when kids hope that Santa will deliver all the toys that they wished for. The stakes are too high because one delayed shipment could mean a disappointed child who has been waiting for that toy for the entire year. So to set appropriate expectations, we added messaging on all our product pages telling the customers to place their orders before the cut off date to ensure Christmas delivery. However, few days before the Christmas Eve, our dashboards indicated that we would miss the Christmas shipment for about 300+ toy orders. We immediately formed a SWAT team and ensured that every single order was handled in a white glove fashion and shipped via overnight delivery. The team worked through the weekend to make this happen, and we certainly lost money on these orders. However we gained something really important – the trust of our customers.
This leads me to what I think is the most important factor that is necessary in growing eCommerce in India – Trust. If we look at the Indian context, I feel that there is a general lack of trust between retailers and customers. Consumers don’t trust the retailers because they feel that they are either being over charged or that they wouldn’t be able to get appropriate level of customer service once the sale is complete. Retailers don’t trust the customers because they feel that the customers will take every opportunity to misuse the return or exchange policies. It is my opinion that this general lack of trust is the primary barrier that is impeding the growth of eCommerce within India. Here are some of th
In the early to mid 1900's a renowned phenomena was discovered in America. Willy Sutton was his name and Willy has since had much to answer to. Willy was a bank robber - not a particularly good bank robber but nevertheless 'bank robbing' was his career. One day a reporter questioned Willy asking why he robbed banks. Willy looked around and thought for a moment and then came out with one of the most fascinating answers that would ensure much more than his 30 seconds of fame. He replied - 'Why do I rob banks - I'll tell you why, because that's where the money is'. Without doubt Willy had laser sharp focus knowing exactly who and where his target market was. During his career as a bank robber Willy spent more than half his adult life in prison and shortly before his death in 1969 became a consultant advising banks on security. So as management and sales people, what can we learn from Willy Sutton and how can we relate it to sales? Firstly - Do we really understand our target market? Willy knew exactly which bank he wanted to rob. He would 'case the joint' discovering all the variables and deciding if the target bank was appropriate or not. Have we done our due diligence to e
This leads me to what I think is the most important factor that is necessary in growing eCommerce in India – Trust. If we look at the Indian context, I feel that there is a general lack of trust between retailers and customers. Consumers don’t trust the retailers because they feel that they are either being over charged or that they wouldn’t be able to get appropriate level of customer service once the sale is complete. Retailers don’t trust the customers because they feel that the customers will take every opportunity to misuse the return or exchange policies. It is my opinion that this general lack of trust is the primary barrier that is impeding the growth of eCommerce within India. Here are some of t
Working in Corporate America is a good way to make a living and get a paycheck and yet perhaps you have been considering starting a company of your own? Have you been considering starting a business of your own and you just hate waiting in line at the car wash? Do you think you could do better? Perhaps you could and maybe there is some additional opportunity in the market where you live to start a car wash?Lets look at a case study; Starting a Car Wash Business in Richmond, Virginia. Richmond, VA is a decent car wash market, although some areas of the city are over saturated with other car washes already in place. First you will need to determine a location if you are thinking of starting a car wash business; Have you picked out a location or side of town you are thinking of there?Perhaps you will need some assistance getting started and maybe a find a car-washing consultant. What questions might you have? Regarding your project there? What type of car wash are you now considering? Coin Op, Flex Serve, Full Serve or Combo of one of those? Perhaps an All hand wash?There is sufficient labor supply in some areas of the city. Good growth and higher end in others. I found some of the car washes under wh
This leads me to what I think is the most important factor that is necessary in growing eCommerce in India – Trust. If we look at the Indian context, I feel that there is a general lack of trust between retailers and customers. Consumers don’t trust the retailers because they feel that they are either being over charged or that they wouldn’t be able to get appropriate level of customer service once the sale is complete. Retailers don’t trust the customers because they feel that the customers will take every opportunity to misuse the return or exchange policies. It is my opinion that this general lack of trust is the primary barrier that is impeding the growth of eCommerce within India. Here are some of t
The specialized content offered on the net, is targeted to a limited audience, which however can be sizable on a worldwide scale.Established vertical portals operate for many years. Many are linked to conventional media (e.g. specialized magazines). Their revenue model is based on stable relationships with companies offering relevant products, which are promoted in various open or hidden ways. Many articles are focused on promoting a specific product or company or commercial event, while offering limited content on the relevant topic (e.g. concepts, methods, applications of the topic on specific markets).Consumers on the Net, are interested to find an applicable solution to a need of theirs. They are interested in products, only if they claim to offer the solution.The increasing penetration of free access web logs on the Net, reflects the increasing wish of Users to find a solution and share ideas without having to pay, as well as their strengthened perception that they will find something on the net. The Net is globalised, therefore a new article which is posted can be reached within hours by any interested party with Net access, anywhere on this Planet.Major blogs operators are looking f
This leads me to what I think is the most important factor that is necessary in growing eCommerce in India – Trust. If we look at the Indian context, I feel that there is a general lack of trust between retailers and customers. Consumers don’t trust the retailers because they feel that they are either being over charged or that they wouldn’t be able to get appropriate level of customer service once the sale is complete. Retailers don’t trust the customers because they feel that the customers will take every opportunity to misuse the return or exchange policies. It is my opinion that this general lack of trust is the primary barrier that is impeding the growth of eCommerce within India. Here are some of t
Hard work, a good business acumen to spot opportunities and a little bit of luck are the key ingredients for success in business. Equally, there are many factors for failure that are out of one’s control. Business structure determines the level of risk one is exposed to and is the ultimate facture for the failure of the business. One can choose to be a sole proprietor, partner with others, form a limited liability company or a corporation. The first two need not be registered with the state. The procedure to incorporate a business requires certain steps. One has to decide the type of corporation, name of the corporation, state of incorporation and the filing of the papers.As the corporation is a separate legal entity, the identification has to be unique. It is essential to check with the authorities as to whether the name for the business already exists. If it exists, some other name has to be chosen. Some names can be appended with the name of the business like XYZ bank. The type of corporation is decided by determining whether or not one has to raise capital through the public, the duration of the corporation, the management structure and control and the type of corporation like LLC or corporation. There is a
1. Customer Reviews
Today’s customers are putting less trust on website marketing messages and becoming more influenced by recommendations from other people. Customer’s trust for an online retailer will increase if the retailer offers an ability to let customers share their positive as well as negative reviews about products or vendors. The key is to not “moderate” the negative reviews because by allowing customers to post negative reviews, it will actually enhance the credibility of the retailer as well as other reviews. Obviously, any foul language needs to be moderated but any genuine issues with the products or vendors must be posted along with the positive reviews.
2. Clear shipping and delivery commitment
At the time of setting up products for sale, clear shipping and handling time must be associated with the product. This information should be displayed consistently on all product pages so that customer’s expectations around shipping timeline can be clearly set.
3. Analytics & Personalization
Although personalized product recommendations and content do not directly increase customer’s trust, they do demonstrate to the customer that the online retailer is making a good effort in understanding the customer’s individual needs and is acting upon them. This implicitly improves the comfort level that the retailer is not just looking to sell products but is m
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