Follow me on twitter
Facebook
How the Web has changed my expectations as a customer
July 9th, 2009The Web has definitely changed a lot of things in our life and I find it fascinating when it has a direct impact on the way I see things offline. Among many other things, it has dramatically changed my expectations as a customer in my everyday life.
As a customer buying online, you have to trust the website, product and company you’re buying from. As an e-commerce owner, when you’re doing business online, you can’t fail and you have to meet customer expectations or they’ll just go elsewhere. This “meeting customer expectations” thing goes from the moment the customer arrives on your website to the after sale customer service: every aspect is important. Companies have worked really hard to build a safe and interesting enough environment so that customers would buy online instead of offline and trust me, nobody wants to screw that. Then, customers became used to live chat customer service, digitally delivered products, fast email answers, etc. This is all good because as customers, we like quality products, delivered fast and on time with an awesome customer service. The Web was able to deliver that. In fact, it had to, otherwise people would have continued buying offline. E-commerce businesses won such a big war.
Social media has also helped to bring that brand-customer relationship to another level. More than ever, customers are close to the brands and products they love and can “interact” with them. It’s all about building trust.
Now, whenever I go to the restaurant or go shopping “offline”, I expect all of the above. I expect to be able to talk to someone when I need it, I expect to be able to ask all the questions I want when I want to, I don’t want to talk to someone who simply try to sell me stuff: I want to talk to someone who’s trying to help me, I expect the buying process to be smooth, I expect awesome customer service, I expect a positive experience all the way. I simply expect this offline because I can get it all online. If I can chat live with a customer service rep online, why would I wait 25 minutes in store for an available rep?
There is just so much offline businesses could learn from e-commerce. Offline businesses will always be around, but some will have to re-think the way they work in order to stay in business. That’s just how strong the Web is.
16 Responses to “How the Web has changed my expectations as a customer”
What do you think?
Subscribe : A new sketch every morning
Receive this blog in your inbox by entering your email address:
Another thing which is way better online is the catalog. You can see every product easily while you have to walk all over the store to see the catalog in real life.
Also, the price. some store have difficulties in showing the correct price for a product, while online you can shop by sale.
Online > offline .. except for deliveries in canada ahah :
Another thing which is way better online is the catalog. You can see every product easily while you have to walk all over the store to see the catalog in real life.
Also, the price. some store have difficulties in showing the correct price for a product, while online you can shop by sale.
Online > offline .. except for deliveries in canada ahah :
Another thing which is way better online is the catalog. You can see every product easily while you have to walk all over the store to see the catalog in real life.
Also, the price. some store have difficulties in showing the correct price for a product, while online you can shop by sale.
Online > offline .. except for deliveries in canada ahah :
Absolutely, I also prefer to shop online or at least get my informaiton online before actually walking into a store to buy. Delivery does suck in Canada unfortunately and buying in the U.S. is always a guess as you don't know if you'll get billed custom fees.
Great post Ben.
I hadn't really thought about the way online shopping had changed my offline expectations, but you are right. I do expect more now.
I guess you get used to expecting value before the sales pitch. Not to mention better after sales support.
I know I look to see if a store has a website and if they respond to questions asked.
"I guess you get used to expecting value before the sales pitch"
Absolutely my friend, I like getting some decent unbiased information before the sales pitch and it's usually possible online.
Thanks for the post. I remember Web has changed my expectations as a customer greatly. It is interesting! I like to know everything and be the first in it! We can do so many things here (smile). But not everything! Haha
Since there are so many online shopping options out there, I do expect more too. Posts like this reminds me that I need to make sure that my customer's shopping experience is one that I would expect for myself.
That's right and it's hard work to match customer expectations. Fortunately and unfortunately, depending on which side you are
Let me say i really went through bad experience that i just chose the produce through the catalog but when i got the delivery i found that it wasn't the same and away from the quality promises…..this created me to buying directly …
While I didn't cover the opposite, you are right. I could've written an article about how bad online shopping experiences are good for offline stores. But you know, my feeling is that by looking at the big picture, online shopping has done more good than bad.
Yeah ..Benoit i am totally agree with you …coz if you want to shop through the net then you should at least collect the list of reliable websites for shop for not to have such bad experience……
We had a bad experience on buying online. Online stores should be trustworthy. They should build the credibility in order to attract more costumers.
Yes! Also, the price. some store have difficulties in showing the correct price for a product, while online you can shop by sale.
If anything… what I've my experience with purchasing things online has changed my perception of prices. Most of the things that I am able to buy online are so much cheaper compared to purchasing from the physical stores, that it's almost mind bogaling. Try this…. try researching prices for computer parts online, and then go to Best buy… you will be shocked to say the least.
Till then,
Jean
Many customer surve internet to get relevant price and product according to their needs. My experience and thinking also changes time by time. Nice info and observation. Thanks