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Given that shoppers are a fickel lot it’s probably best not to annoy them too much, particularly if they have bothered to visit your website.Â
However, a survey of 2,400 UK online shoppers commissioned by MoreComputers.com has revealed the irritation many shoppers feelÂ when shopping online.Â
Particularly, the most annoying thing an online retailer can do is something calledÂ “philfing”.Â The term ‘philfing’ stands for ‘purposely hiding what I’m looking for’, and the survey found that 93% of UK web users are annoyed by such things as hidden delivery charges or credit card charges.
Other e-commerce practices which irritated shoppers included:
At the end of the day it’s all about trust.Â Establishing customers’ trust in the buying process is essential, and it’s difficult to re-establish once it has been broken. Not providing a phone number or hiding extra charges until the customer has gone through the checkout process is guaranteed to break this trust. This is all obvious stuff youo might say but it’s amazing the number of companiesÂ ignoring these simple steps.