Is consumer loyalty lost through e-commerce?

-
Electronic commerce has an increasingly greater weight in consumer buying decisions. Potential customers of brands and retailers no longer only buy in their physical stores, but, in fact, increasingly do more and more in their online stores. As the weight of e-commerce within the overall trade is greater, more and more interested are brand managers and marketers in understanding how they consume and what is most interesting to buyers in the internet age. That is, brands wonder how these buyers are and what it will take them to consume. And, above all, they wonder how the relationships they will establish with these consumers once they pass that first moment of purchase.

The future situation is complex


Consumers buying more and more online and spending more and more money on their purchases in the network does not necessarily imply that they are establishing a loyal relationship with those places in which they buy. In fact, online shoppers are far less loyal and loyal to the brand than offline shoppers.

Consumers are looking for many things on the internet, but not a stable relationship with their store. The network becomes the stage to find products that are less easily available, to find good prices, to buy from the living room in a very comfortable way or to simply buy products away from home, but not to buy in that particular store.

Not everything is lost




But, despite these and even though consumers do not seem to be committed to loyalty when they buy online, not everything is absolutely lost in what online consumption refers to. Brands and retailers should not be resigned to having consumers come and go and disappear after the first purchase because the truth is that it is possible to establish much more complex relationships with buyers and make them become a continuum. Achieving customer loyalty in electronic commerce is not easy, true, but neither is it impossible.


In those consumers who have had a good customer service experience, things change. These consumers are much more 'seductive' on the part of the online store: in this case, they are much more likely to buy again with that seller or renew their relationship with them.

If you would like to get started on AiHello click here for a free 14 days trial.

Popular posts from this blog

Can you survive and sell on the internet without being the cheapest?

-
Image
In the offline world, there are many types of stores and not all bet on the same criteria to try to reach the consumer. Not everyone wants to have a low cost supermarket or a discount store in which the main offer are products at low prices. So why is there a certain belief that when selling online you have to sell at a low price? Is e-commerce marked by offers to the point that it is only successful if it is sold cheap? For years, what most worked on the net were the offers. Consumers made the network their main ally when they were looking for things at lower prices. The trips started to be bought online because the internet was able to find the lowest prices, last minute offers of hotels or the cheapest fares of the low cost airlines. Then came the coupon pages or online outlets, which were the entry point for many consumers for e-commerce. And then many large e-commerce companies that invoice millions have made offer low prices a decisive element of their corporate image an...
Read more

Guide to Amazon Kindle Direct Publishing (KDP)

-
Those were the days when getting your book published was like a catch-22 situation, where the authors need to get past the most difficult gate. They spend months writing a book proposal and contacting agents in order to pitch their books up to great publishers. Who again are never satisfied with what they write and comments that it may not make good money.  So, when agents reject their book authors either abandon their dream of getting their book published or instill great confidence through contacting directly with publishers. Now publishers in turn send a rejection letter or quite a bad offer. Which is why Amazon created an incredible thing for authors as they can be a self-published author. This sounds great right!!! It actually paves the way for indie authors to bypass the traditional publishing method and be independent.  In this article we will get into the in depth knowledge of KDP like: What actually is KDP? What is KDP Select? What is CreateSpace? What is Amazon Assoc...
Read more

E-Commerce has no borders: Myth or reality?

-
Image
One of the issues usually mentioned when talking about e-commerce is that it has served to break the frontiers. Consumers often look for specific things, products that they want, and it really gives them a little equal where the sellers sell them if what they offer them is what they want and if they make it arrive quickly and efficiently. This has created a boom in so-called cross-border trade (for example, we have to think about how we buy books today and where they come from nowadays: online bookstores sell all over the world, some of them even with free shipping no matter where you are) and has made consumers open their range of options. There are those who buy directly from Chinese e-commerces, although the products end up taking much longer to arrive than if they are bought in a geographically close online store. But is this principle absolutely true? Are consumers really so foreign to geography? I mean, are we buying without really caring about the physical location of...
Read more