{"id":14974,"date":"2018-12-01T15:12:21","date_gmt":"2018-12-01T13:12:21","guid":{"rendered":"https:\/\/www.gpec.ro\/blog\/?p=14974"},"modified":"2018-12-01T15:13:48","modified_gmt":"2018-12-01T13:13:48","slug":"rezultate-studiu-pitney-bowes-global-ecommerce-2018-asteptarile-clientilor-livrare-gratuita-rapida","status":"publish","type":"post","link":"https:\/\/www.gpec.ro\/blog\/rezultate-studiu-pitney-bowes-global-ecommerce-2018-asteptarile-clientilor-livrare-gratuita-rapida","title":{"rendered":"Pe m\u0103sur\u0103 ce v\u00e2nz\u0103rile \u00een e-commerce se \u00eenmul\u021besc, cresc \u0219i frustr\u0103rile clien\u021bilor"},"content":{"rendered":"
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\u0218i \u00een acest an, comercian\u021bii online se preg\u0103tesc pentru v\u00e2nz\u0103ri record de s\u0103rb\u0103tori. Deja cifrele \u00eenregistrate de Cyber Week<\/a> au dep\u0103\u0219it a\u0219tept\u0103rile, iar \u00een urm\u0103toarele s\u0103pt\u0103m\u00e2ni vom vedea noi cre\u0219teri cu ocazia campaniilor de Cr\u0103ciun. De\u0219i v\u00e2nz\u0103rile sunt \u00een continu\u0103 cre\u0219tere la nivel global, gradul de satisfac\u021bie al clien\u021bilor tinde s\u0103 scad\u0103. <\/span><\/b><\/p>\n

Potrivit studiului realizat de Pitney Bowes<\/a>, 61% dintre clien\u021bi au avut experien\u021be nepl\u0103cute \u00een 2017, \u00een cre\u0219tere cu 14% YoY. \u00cen Statele Unite, rata clien\u021bilor nemul\u021bumi\u021bi a crescut \u0219i mai accelerat de la un an la altul, cu 20% mai mul\u021bi utilizatori raport\u00e2nd experien\u021be nepl\u0103cute la cump\u0103r\u0103turile online \u00een 2017 (56%) fa\u021b\u0103 de 2016 (36%). <\/span><\/p>\n

Experien\u021ba post-cump\u0103rare la fel de important\u0103 ca cea de shopping oferit\u0103 pe site<\/span><\/b><\/p>\n

Livr\u0103ri cu \u00eent\u00e2rziere, costuri mari de transport, probleme la urm\u0103rirea comenzilor, politici de retur neclare, articole gre\u0219ite sau pierdute sunt principalele motive pentru nemul\u021bumirea consumatorilor online. <\/span><\/p>\n

35% din utilizatorii studiului comand\u0103 online cel pu\u021bin o dat\u0103 pe s\u0103pt\u0103m\u00e2n\u0103, iar procentele sunt \u00een cre\u0219tere la nivel global. De\u0219i statisticile sunt \u00eembucur\u0103toare pentru retaileri, cre\u0219terile afacerilor online \u00eei prind nepreg\u0103ti\u021bi \u0219i contribuie la insatisfac\u021bia clien\u021bilor.<\/span><\/p>\n

Pe m\u0103sur\u0103 ce volumul comenzilor cre\u0219te, comercian\u021bii se str\u0103duiesc s\u0103 \u021bin\u0103 pasul cu cererea la nivel de infrastructur\u0103 \u0219i tehnologie, ceea ce presupune o investi\u021bie permanent\u0103 \u00een dezvoltare.<\/span><\/p>\n

Pentru a r\u0103m\u00e2ne competitive, magazinele online trebuie s\u0103 ofere \u00een plus experien\u021be post-cump\u0103rare excelente, precum retur gratuit \u0219i rambursarea rapid\u0103 a banilor.<\/span><\/p>\n

\"\"<\/p>\n

O experien\u021b\u0103 proast\u0103 poate afecta imaginea brand-ului<\/span><\/b><\/p>\n

90% dintre clien\u021bii online din SUA vor reac\u021biona online ca reac\u021bie la o experien\u021b\u0103 nefericit\u0103 cu un retailer online. Reac\u021biile variaz\u0103 de la v\u0103rsarea frustr\u0103rilor \u00een social media (30% dintre mileniali<\/em> \u00ee\u0219i povestesc experien\u021bele proaste online) la decizia de a nu mai cump\u0103ra niciodat\u0103 de la acel comerciant. O reac\u021bie negativ\u0103 online are \u00eens\u0103 puterea de a influen\u021ba decizia de cump\u0103rare a \u00eentregii comunit\u0103\u021bi din jurul clientului nemul\u021bumit.<\/span><\/p>\n

A\u0219tept\u0103rile clien\u021bilor online: livrare rapid\u0103 \u0219i gratuit\u0103<\/b><\/span><\/p>\n

Studiul arat\u0103 c\u0103 a\u0219tept\u0103rile clien\u021bilor de la retailerii online sunt mari chiar dinainte de a comanda. 91% dintre cump\u0103r\u0103torii americani se a\u0219teapt\u0103 la livrare rapid\u0103 \u0219i gratuit\u0103 \u0219i vor p\u0103r\u0103si din start un magazin online care nu ofer\u0103 aceste servicii. Practic, toate investi\u021biile \u00een strategii de marketing pentru a atrage clien\u021bii pe un site se dovedesc inutile dac\u0103 magazinul nu ofer\u0103 livrarea rapid\u0103 gratuit.<\/span><\/p>\n

Dac\u0103 ar fi s\u0103 aleag\u0103, 76% dintre subiec\u021bii studiului ar opta pentru livrare gratuit\u0103 \u00een schimbul livr\u0103rii rapide. \u00cen SUA, at\u00e2t livrarea gratuit\u0103 (80%), c\u00e2t \u0219i livrarea rapid\u0103 (66%) sunt cele dou\u0103 criterii care determin\u0103 un client s\u0103 cumpere de la un magazin online. Majoritatea clien\u021bilor consider\u0103 c\u0103 transportul gratuit ar trebui s\u0103 fie oferit pentru comenzi de la $25. <\/span><\/p>\n

Studiul <\/span>2018 Global E-Commerce<\/span> realizat de Pitney Bowes se bazeaz\u0103 pe chestionarea a peste 13.000 de clien\u021bi din 12 pie\u021be \u0219i peste 650 de retaileri din SUA, Marea Britanie \u0219i Australia. Rezultatele studiului sunt disponibile pe site-ul Pitney Bowes<\/strong><\/a>.<\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

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\u0218i \u00een acest an, comercian\u021bii online se preg\u0103tesc pentru v\u00e2nz\u0103ri record de s\u0103rb\u0103tori. Deja cifrele \u00eenregistrate de Cyber Week au dep\u0103\u0219it a\u0219tept\u0103rile, iar \u00een urm\u0103toarele s\u0103pt\u0103m\u00e2ni vom vedea noi cre\u0219teri cu ocazia campaniilor de Cr\u0103ciun. De\u0219i v\u00e2nz\u0103rile sunt \u00een continu\u0103 cre\u0219tere la nivel global, gradul de satisfac\u021bie al clien\u021bilor tinde s\u0103 scad\u0103, reiese din studiul Pitney Bowes despre pia\u021ba global\u0103 de e-commerce \u00een 2018. Descoper\u0103 \u00een articol principalele a\u0219tept\u0103ri \u0219i nemul\u021bumiri ale clien\u021bilor online.<\/p>\n","protected":false},"author":1,"featured_media":14976,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[44],"tags":[739,545,2994],"class_list":["post-14974","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ecommerce-in-lume","tag-ecommerce","tag-livrare","tag-pitney-bowes"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/14974","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/comments?post=14974"}],"version-history":[{"count":3,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/14974\/revisions"}],"predecessor-version":[{"id":14980,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/14974\/revisions\/14980"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media\/14976"}],"wp:attachment":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media?parent=14974"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/categories?post=14974"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/tags?post=14974"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}