GoVisits Web Directory » News Articles » E-commerce Information » The Internet and Customer Care: Aid or Anarchy?

The Internet and Customer Care: Aid or Anarchy?

It was reported in 'Marketing' magazine this month, that Britain is becoming a "disaffected nation", with each adult apparently making an average of 12 complaints to service providers each year, based on a "Service in Britain" survey by ASR (Andrew Smith Research). In response to the rise of the 'assertive consumer', brands are endeavouring to make sure 'good customer service' is a recognisable characteristic in the form of testimonials, efficient call centre responses and empowering staff throughout the company to resolve problems. Most complaints were about power, utility or postal services at 42%, followed by supermarkets, telephone providers, TV or ISP providers and banks. Insurance companies were also in the top 10 with 21% of the articulate disaffected nation.

Which? Magazine ( ) has been campaigning for consumers' rights since 1957, though with the advent of the World Wide Web, other companies have also been capitalising on consumer frustration. Since the late 1990s, a new breed of consumer champion websites has emerged, including uSwitch, moneynet ( ), moneyfacts ( ) and the motley fool. These websites offer free subscriptions to financial product information, providing comprehensive and impartial cost comparisons. Consumers can search on a variety of criteria, so they always get the best quote for their particular circumstances. In addition to an increased uptake in using search engines to research products and companies, consumers are increasingly utilising these comparison websites to ensure they get the best deal. Websites such as Kelkoo ( ) and Ciao ( ) also provide the consumer with tools to make a wise purchase decision, incorporating reviews from registered users to encourage trust in the site. Amazon and eBay ( ) are now household names because they have established online communities of trust and their loyal supporters bring new customers.

The disaffected nation is becoming an increasingly IT literate force, with its soldiers equipped with e-mail addresses, online bank accounts and familiarity with a range of online retailers. As broadband penetration increases and websites offer an increasingly sophisticated range of services, companies will be less worried about bit rates and more concerned about bite rates as word-of-mouth whips its way through e-mails.

Whilst certain companies may still be slow to react to customer concerns, market monopolies are gradually being disbanded as consumers embrace new ways of shopping.

Further information:


E-commerce articles

  1. Credit Card Processing - 7 Things You Need to Know Before Opening an Online Merchant Account

    When considering opening an online merchant account to accept credit card orders, there are a lot of things you need to keep in mind. The best thing to do is learn all about credit card processing before you open your online merchant account so you c... more to this article

    Article category: E-commerce Information

  2. How Do You Make Money Online?

    If you learn how other people make money online, I mean really study how it's done and ask a lot of questions, there is no reason in the world you cannot make money on the internet as well.How do people make money with websites? There are lite... more to this article

    Article category: E-commerce Information

  3. Government Buying and Selling on the Internet

    Global Insight, a leading economic and financial forecasting company, (formerly DRI-WEFA), states that all levels of government (federal, state, and local) should see steady increases in the purchases of goods and services through the year 2009.... more to this article

    Article category: E-commerce Information

  4. eCommerce Software Solutions

    All of the long, grueling nights and an unknown number of working weekends spent converting your dream into reality finally paid off-in a big way! Affiliates are signing up every single day and the clicks have really turned into cash. Your success is... more to this article

    Article category: E-commerce Information

  5. A Tale of Two Revolutions - Ecommerce: A Historical Perspective

    The World As It Then WasThe dynamic economic growth of the late 19th century placed greater and greater demand on horses to deliver manufactured goods between train and local destinations. Horses pulled stagecoaches, buggies, omnibuses, cabs a... more to this article

    Article category: E-commerce Information

The Internet and Customer Care Aid or Anarchy information

Article categories

Using Credit Cards Securely Online

Nowadays, shopping online is a very common thing. Making you...

E-commerce Information

What Does It Take to Make Money Online?

What a loaded question! Let's narrow that down a bit and tak...

E-commerce Information

The ClickBank E-Commerce Solution can offer you multiple solutions for your e-co...

E-commerce Information

The Rise of Multinational Virtual Corporations

The virtual corporation is the emerging organisational form,...

E-commerce Information

Getting Started in ECommerce ? Part Two

In Part One we talked a little bit about what Ecommerce is, ...

E-commerce Information

Online Credit Card Processing - How to Accept Credit Cards - Ecommerce 101

Back in 1998 (through 2000 or so), I worked for a small comp...

E-commerce Information

Developing a Winning e-Commerce Strategy

One bright spot on the economic horizons around the world se...

E-commerce Information

Online Florists - Send Flowers Online When Youre In a Hurry

You did it again, didn't you? Forgot until the last minute t...

E-commerce Information

The Essential Christmas Web-store Makeover

Ten great tips to turn online holiday shoppers into eager bu...

E-commerce Information

Database: The Secret of Success

BENEFITS OF A DATABASEBy maintaining your list as a d...

E-commerce Information

The Plain Man?s Guide to Making Money Online

I'm a plain man who uses plain thinking in devising strategi...

E-commerce Information

10 Reasons Why People Wont Buy A Second Product From You

1. You didn't follow up after the first sale. After the ...

E-commerce Information

A Beginners Guide To Setting Up A Successful Online Store

A beginner's guide to setting up a successful online store...

E-commerce Information

Overcoming Frustration with Technology

For whatever reason, when we get a new boost in productivity...

E-commerce Information

Are You Making These E-Commerce Excuses? (part 2)

Last time, we started to take a look at the most common reas...

E-commerce Information