Do you know how difficult it is to gain customer's trust online? It is especially true when it comes to eCommerce. We are only able to attract out potential buyers with solid words and images. The quality, customer service and what not comes later.
If an online merchant has broken the trust of the Buyer then you can be sure that the news will travel like wild fire. News on the internet travel fast via blogs, forums and social network portals.
Someone I know bought an electronic item through a reputable online merchant. Unfortunately, the item was defective although there was no sign that the package has been tempered with during delivery.
My friend had no choice but to report it to seek an exchange. It took him a long time and many email messages later to be able to get an exchange, and that also after he threaten to take the case to the media.
So the merchant finally agreed to settle the issue with a replacement.
However, my friend's trust for the merchant has already broken. Even when he has been exchanged with another unit, he still wondered if the item is brand new or another second hand unit.
You see, once a Buyer's trust and confidence has been shattered, it is not easy to restore it.
If an online merchant has broken the trust of the Buyer then you can be sure that the news will travel like wild fire. News on the internet travel fast via blogs, forums and social network portals.
Someone I know bought an electronic item through a reputable online merchant. Unfortunately, the item was defective although there was no sign that the package has been tempered with during delivery.
My friend had no choice but to report it to seek an exchange. It took him a long time and many email messages later to be able to get an exchange, and that also after he threaten to take the case to the media.
So the merchant finally agreed to settle the issue with a replacement.
However, my friend's trust for the merchant has already broken. Even when he has been exchanged with another unit, he still wondered if the item is brand new or another second hand unit.
You see, once a Buyer's trust and confidence has been shattered, it is not easy to restore it.
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