June 25, 2002
|Only 26% of users trust e-commerce web sites. How to establish trust on a site?|
are rather alarming as far as these sites' ability in terms of eShopability
is concerned as it appears obvious that, if there is no trust, it will
prove particularly difficult for them to increase their looker-to-booker
Besides, the results of this survey are rather clear on this point as 80% of the respondents indicated that it is very important to be able to trust the information given on a web site.
The same percentage thinks that trust also depends on how easy it is to navigate on the site.
Indeed, trust means that a user is willing to invest time, money but also to give personal information in return for products and services that will give him satisfaction.
The more a user trusts a site, the more willing to make transactions on it he will be.
If a user has lost faith in a site, he will no longer be willing to make a purchase on it and maybe he will not even feel like going back there again.
Not only is it difficult to establish trust on a site, but it also happens to be a very fragile element.
The site needs to be able to answer a few questions:
about the site and the company
of the price display
on the products
decent technological web site
not force users to reveal their personal data before they actually
make a purchase
When a site shows real eShopability qualities, it then proves easier to establish trust as users then know and feel that the company behind the site takes its customers' needs very seriously and is prepared to serve them as best as it can.
this need into account can only lead to the non-optimization of all e-commerce
Source : Consumer Web Watch
|The future of European banks will go through networked service centres|
Between 1999 and 2001, European banks have invested 13 billion euros to expand not only their presence on the Internet, but also their call centres.
Convinced that the banking physical distribution network was bound to become smaller and smaller, banks in Germany, the Uk and France closed down 11% of their branches between 1995 and 2000.
And yet, 73% of the European banks that Forrester interviewed in this survey indicate that the Internet only had a very limited impact on their branch distribution and 61% believe that branches will still be the dominant channel of distribution in 2007.
Nevertheless, almost 50% of the banks that were interviewed indicated that they have already started to connect their branches to online banking applications as part of a multichannel integration strategy and 24% are planning to do so in the near future.
Of course, their motivations appear mostly financial and 39% of the European banks that were interviewed think that they will manage to reduce costs by 15% by improving the quality of their customer service.
To get to this result, Forrester believes that European banks will also need to build a new type of infrastructure based on networked service centres and open platforms.
The idea behind of this is to give service centre staff customer profiles in real time, while offering them online guided sales tools as well.
To have access to real time customer data includes, according to Forrester, the ability for branch staff to collect data in real time, such as the way a customer behaves on an Internet bank as well as the history of his behaviour, whatever distribution channel is used.
By giving branches access to this kind of tools and by completing it with online advice tools, reinforced with a local command of those tools, Forrester Research believes that European banks will be able to reach the profitability goals they are trying to reach.
Please note that according to a survey by the Financial Institute and reported by emarketer.com, the number of US households banking online or paying bills online should grow from 20% to 33% between now and 2005.