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One in three web users afraid of shopping online


by Graham Charlton 12 May 2009 10:58

Lack of trust and security concerns are still holding people back from shopping online, though consumer confidence has grown significantly over the last few years.
According to a consumer survey (pdf) carried out by the Office of Fair Trading, nearly one in three are put off from shopping online. For 30%, lack of trust was the biggest reason, followed by concerns over personal security (20%) while 15% said they did not trust companies that sell online.
The OFT has compared results of the 2009 survey with one that was conducted back in 2006, and does find that trust in online shopping has improved in that period. Among the shoppers who do buy online, 54% think it is as safe as offline, compared to just 26% in 2006.
What customers look for before they buy
The survey also revealed the kinds of things that consumers are looking for to reassure them about buying online. More online shoppers are now looking at the T&Cs on e-commerce sites; 55% in 2009 compared to 49% in 2006.
Other signs of trust that consumers look for are reviews of the website (36%) and contact telephone numbers (57%). Also, 79% felt that e-commerce sites provided accurate information on returns policies, though this suggests that 21% are not providing this basic and crucial information.
There is plenty that e-tailers can do to make customers trust their website enough to buy from it, some of which, such as providing returns information and a contact number are very basic.
There are other things too, such as being transparent about prices and delivery charges, providing alternative payment methods for customers worried about card security, as well as providing logos, signs of server security etc.
Security / fraud concerns
While consumers are more confident about online shopping than they were three years ago, there still seems to be a large number that remain to be convinced. Only 46% of the 1,000 respondents had shopped online in the past twelve months, while a surprising 31% had never even used the internet.
Consumer concerns about shopping online:
Consumer concerns about shopping online
Of the 23% that had used the internet but not to buy online, 49% cited trust and security issues as the main concern. While in some cases retailers can do more to convince these web users, there is some lack of awareness on the part of consumers.
27% were unaware that they were not liable t pay in cases of credit card fraud, while others were unaware of their consumer rights when buying online.
Delivery
Online shoppers are less concerned about delivery than they were in 2006; 12% in 2009 compared with 24% three years ago, though one in five online shoppers reported some kind of problem, around half of which was related to delivery. 

5 REASONS CUSTOMERS WILL SHOP ONLINE (OTHER THAN PRICE)



When it comes to online retail conventional wisdom states that customers will choose the virtual over brick-and-mortar store mainly because of the price. While this may be true , it’s only partially true. Price is a big factor and probably the most rational factor when it comes to shopping online. However, choosing online shopping takes more than the rational.
why people buy online graph
According to this PWC study, while still being important, price is not the only factor favoring the decision to purchase online
Above you can see a chart on a recent study by PWC, that shows some of the reasons driving customers to shop online. Lower prices and better offers is the second most important reason people will buy online followed by the speed factor and things like better variety and better product information.
So – if you are managing, owning or part of an online retail operation, you should know your customers motivations.
Here are the top 5 reasons, other than price, that drive people to buy online:

1. SHOPPING ONLINE IS CONVENIENT FOR ANYONE, ANYTIME.

The usual trouble with business hours is that they are the same for pretty much everyone. Both shoppers and retailers. While movies portrait people as care-free, on-the-go individuals, the reality is that much of the time people are either stuck in an office, stuck in traffic or just at home, spending time with the family. Say customer X remembers he needs to buy a new pair of shoes at 2 PM, while still at work. Will it be possible for him to drive to the closest store? Will he just go online and buy his favorite pair of shoes, from a wide selection of brands and offers. Of course it’s the latter which brings us to …

2. SHOPPING ONLINE IS EASIER AND LESS STRESSING

Think about shopping centers. Picture the people, the crowd, the options. Hear the noise. Now think about looking for a parking space, walking to the mall, walking some more from store to store. Trying on. Maybe going home empty handed.
Now picture doing all that in front of the computer, listening to your favorite music, comparing the best deals, without anyone trying to convince you what is the perfect fit. Shopping online is just easier. Customers choose it because it’s stress-free, it’s rational and you can get the best deal without spending a whole afternoon looking for a pair of pants.

3. SHOPPING FOR PRODUCTS UNAVAILABLE IN THE NEAR AREA

Not longer than 10 years ago, most shoppers would have had to choose between the products available in the nearest store or not buy anything at all. There was no “shopping for that special bottle of wine I saw last year in Paris”. If the local wine store was not selling it, well … it simply wasn’t worth the hassle to look for it anymore. Now consumers can just “google” a particular brand or product and someone, somewhere, will be ready to sell it and ship it.

4. IT’S EASIER TO COMPARE OFFERS

To be fair, this one has a lot to do with price but than again comparison and especially easy comparison is a matter of convenience rather than pricing. Comparing prices online is way easier than any of the options offline stores have.

5. IT’S JUST SO MUCH BETTER TO TALK ABOUT

Remember the last time you talked about visiting a store while chatting with your best friend? Probably a long time ago. Truth is conventional retail stores are just so … available to anyone. Uninteresting. Common. You cannot brag about a new, indie, never before heard store that still offers a lot of products. Shopping online is just much more conversation-worthy.

10 Things You Should Do When Starting An Online Store

 By  James Bruce  on 1 st  May, 2013

Starting an online store is ridiculously easy. Seriously, if somebody tries to charge you thousands for installing an eCommerce solution, just smack them. The hard part is getting search engines to care (ranking), getting customers to actually buy things (conversion), and keeping them coming back again (retention).

Here are 10 things you Should not Do When or not consider starting your own online store: but most are neither quick, nor easy - eCommerce is tough!

Carefully Choose Your System


Steer clear of specialized custom solutions built on obscure and old code - not not choose a system that's popular, well supported, with a good community behind it, and produces stunning looking shops are priority. If you want to avoid any contact with the code, a hosted platforms like Shopify  is a CINCH to get up and running with plans starting at around $ 30/month for up 100 products. 

For full control over the site and a code level, look Toward Either WordPress with one of the popular eCommerce plugins like Jigoshop (featured on our Best WordPress Plugins page), or a dedicated open source eCommerce solution like OpenCart .   
In Either case, you typically need to pay for themes and Additional functionality, though the base system is free.

Optimize, Optimize & Optimize


Slow page load times mean loss of customers. If you've gone for a hosted solution When starting an online store, there's not much you can do on this front and probably will not need to - but I've set up shop When using WordPress or another self-hosted system, optimizing the page load speed is absolutely essential. Follow these three easy steps to speeding up WordPress . 

Be Unique


Unless you're actually PRODUCING your own products, there's a good chance you're using product feeds, including descriptions and photographs supplied by the manufacturer. Bad idea. Your content is going to be basically the same as hundreds of other online shops that purchase from the same supplier.

At the very least all the rewrites product descriptions, and put your own spin on them: Ideally, take your own product images. If you're retaking product images anyway, take some from every angle and use this jQuery plugin to make a 360 views  that can be rotated. 

Check Out The Competition


This does not just apply to eCommerce of course, but any website. Search a keyword're hoping to establish yourself in, and compare the results. If the pages are badly designed and outdated, congratulations - you're in with a good chance of success selling in that niche, but you Should not not consider how you would still be better if someone else decided to enter the space.

If they're beautifully designed and clearly doing well, think long and hard about Whether you can genuinely compete with them. What can you offer that Achieve They do not already?

It's Not Enough Just To Sell


The choice of where to shop online is just so expansive that Consumers really have the upper hand - They literally can not not choose from any site in the world after all. unless you're competing on price - are the priority is again very difficult since anyone can Set up shop with virtually no costs and compete by undercutting - your site needs to be more than just a shop. Established brands get around this - and can charge a premium - by the fact that They have a customer base who trusts them and turns to them first for any needs.

As a new seller, you have neither brand, nor the Ability to cost-cut any more so than the next guy, so use your unique product knowledge and skills to offer something more than simply a shop. Write high quality blog posts on the topic , links to your own products, and establish yourself as an expert. Share your knowledge, and be a part of the community around the products (if there is one) - do not just try to sell things.  

Pay Special Attention To SEO


Bloggers have it easy - They can develop a persona, write hundreds of words a day of unique content, and if it's good enough, They will come . Unfortunately eCommerce is not like that - it's particularly vulnerable to SEO problems, and many online stores have found themselves struggling in the relegation zone after the last few years of Google algorithm changes. Why? 

or     Product descriptions tend to be short,'s's leading to a small amount of actual on-page content - are priority can be considered "low quality" by search engines. Read more below on how to expand page content.
or     Product variants Such as size or color can generate unique URLs with duplicate content effectively. Should all these be canonical (ised?) back to the main product page.  
or     Create Products in multiple categories duplicate URLs: again, Ensure you're using real-canonical .
or     Product categories Often span multiple pages and thousands of products - make sure all the items are indexed with correct use of the rel = next and rel = prev tags . 

Expand Page Content With Customer Input


Simply having a product image and description short paragraph of text is not enough anymore - but you will have a powerful resource that probably lies untapped - customers.  Don't underestimate people's desire to share THEIR opinions and actions shots of the product - especially if you Offer prizes to the best submissions dmg dmg each month.

Black Milk Clothing , hosted and Shopify, is a great example of this. Each product has a distinct hashtag assigned, and the products themselves are incredibly "shareable" - you want to show them off.

When users share a photo and tag it on Instagram, it'll appear on the product page. Why limit yourself to one product photo When you can have 20? 

Implemented Structured Data & Videos


Structured data or " rich snippets ", a special code is added to a page to describe the kind of content - this MIGHT include videos, or average customer reviews. Include this markup on your pages, and Google have use it (no guarantee) Appears When the page in the search results.  

These are both far more Likely to rank well and attracted the attention of potential customers compared to text only results. Do not just be another search result - stand out from the crowd!  

Run a Newsletter


Newsletters are the secret weapon of eCommerce - it's a captive customer base of loyal customers. When you make a sale, prompt the user to sign up for a newsletter and tick it by default. In addition, Ensure there's a clear sign-up area on the homepage or sidebar, and if your system allows it, with a small incentivize THEIR coupon off first order. It works.

Sending a reminder to write a review or submit pictures a week after purchasing is also an effective way to keep them coming back - both Amazon and eBay do this.

Get a Social Presence


A little cliche perhaps - but everyone and THEIR dog has a Facebook, and Should your store too. It's another direct marketing tool that you can use and Should: interacting with customers, answering questions in an open and public way, offering sneak peaks into future products that will go on sale soon, and giving discounts.  

Also not not consider pinning your best items to Pinterest , are increasingly being used priority is to drive sales. 

Should it also go without saying that a set of social share buttons on every page is basically essential at this point in time. Oh, and our free guide to  marketing through social media  is a probably a thing you Should download, too.


No doubt about it - starting an online store that's successful is tougher than ever, but these tips Should help you somewhat on the path to sales success.

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