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E-commerce: reliability and service make for loyal customers
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Ease of lodging claims a major factor in encouraging users to return to an online shop
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novomind demonstrates solutions for improved e-commerce customer loyalty at the CeBIT 2005
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Hamburg, Germany, March 2nd, 2005 –
It is becoming increasingly difficult for e-commerce providers to gain and maintain customer loyalty. Why? One reason is the increasing range of online shops available to choose from – and competitors are often just a mouse click away. To encourage customers to revisit an internet store, retailers must focus on reliability and flexibility. After all, the factor influencing 96 percent of German online shoppers’ decision whether or not to revisit a particular store is the ease with which they can place claims or exchange goods. These are the results of the market research study "Online shopping: customer concerns" carried out by novomind and the F.A.Z. Institute. In second place, 95 percent of participants favored transparent, easy-to-understand invoices, and 95 percent again said that they would return to a shop if the products delivered met with expectations. At this year’s CeBIT trade fair (Hall 5, Booth B18), novomind will demonstrate solutions designed to help internet retailers boost customer relations and make their online outlets more efficient, attractive and profitable.
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Needs-based and long-term technical solutions and shop systems are the key to success. Eight out of ten online shoppers, for example, want to have the option of viewing the status of their order online – a service which is currently offered by only a small proportion of internet retailers. But optimized customer communication is an additional factor that can help transform one-time buyers into regular customers. 91 percent of those participating reported that they would return to an online store to buy if that shop provider answered their individual queries rapidly and effectively.
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novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. novomind’s products and solutions focus on future-oriented service, efficient and personalized communication, and higher-performance administration. A rapid ROI is guaranteed and ongoing, long-term customer loyalty ensured. Leading companies from across the market sectors – including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) – have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.
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