The development of the electric business encounters the sincerity crisis should "make a show" or "the action is honest"?

The National Bureau of Statistics and February 28 released the 2010 National Economic and Social Development Statistical Bulletin showed that the number of Chinese Internet access in 2010 reached 457 million people. In many network applications, online shopping has become the fastest growing Internet application. A professional organization predicts that the size of China's online shopping market in 2011 is expected to reach 569 billion yuan. Online shopping continued to hot, but also spawned a lot of cyber fraud and criminal incidents, in recent years 3 15 on the internet shopping complaints have soared, consumers of online shopping integrity concerns, seriously restricting the development of e-commerce in China.

The author believes that online shopping in the development of the user's online shopping knowledge is also increasing, the user from the beginning of the map cheap, convenient, has begun to turn to product quality, after-sales service and other concerns, at the same time, the competition of electric enterprises has been from the price, spell quality to the brand service stage. With the coming of "3 15 International Consumer Rights Day", the consumers ' complaints about the quality of online shopping and after-sale protection have become a focus of public opinion.

According to the author understand, whether it is the rich and the Jingdong Mall, or the elder level of Dangdang are occasionally encountered by the consumer complaints. The upcoming 315 Consumer Rights Protection Day, is not only the enterprise embarrass Lu Ying, is also the establishment of their own brand trust, at this time, the electric business enterprise is the choice of "show" or "the action"?

August 2010, Dangdang, excellent Amazon, Jingdong Mall, where customer prudential products, such as four high-level representatives in the "2010 China Network Retail Industry Summit" signed the "Beijing Network Retail Industry Integrity Service Convention."

March 2, 2011, the State Administration of Industry and Commerce marketing department and CCTV News Center jointly launched the "Integrity Network shopping" series of activities, Jingdong Mall as a national network representative signed the "Good faith Management Proposal", and with the national E-commerce business representatives attended the integrity of the online shopping "series of activities to start the ceremony." Jingdong Mall as the representative of E-commerce enterprises to work together to further implement the "Network of commodity transactions and related services management interim measures", under the guidance of relevant leading departments, in-depth implementation of the fight against infringement of intellectual property rights and counterfeiting fake commodities special action.

Taobao as China's largest Consumer-to-consumer platform, as early as in June 2009 launched a "boycott hype, advocating integrity" signature activities, 2010 is the consumer of Taobao, Taobao "started the whole network shopping security, and will set up 100 million Yuan conservation fund." At the same time, when, Beijing and east have issued a "good faith confession", has been unanimously praised by the public opinion, but also some people say that this is just a show of the electric business enterprises, after the end of the same as usual. But in fact, these just reflect the needs of the electrical business industry to establish the credibility of the problem is imminent.

2011 is known as the electricity quotient shuffle year, the electric business in order to break out in the brutal competition, must take this as the key breakthrough, has many enterprises already hit the first array. Not long ago He Yi saw a news report, a user posted a complaint that the largest online shoe city in China ordered a pair of Adidas shoes, but 24th when the goods arrived but received empty box. Amoy, the CEO of the event, said first that he would take first-time compensation to pay a pair of shoes for consumers and refund. This has to make me cry "good"! The speed of reflection has led me to see that in today's business world, the leader has shown itself to be in charge of the lifeblood of business. An enterprise to be based on the long-term, in such a highly competitive market environment, "user first" is no longer a slogan.

Online shopping data show: 57% of users in the experience performance is very poor time will completely abandon the entire transaction processing process, 26% of users will be transferred to the competitor's website, 75% of the disgruntled will no longer visit the site, or even 27% of people will tell the people around this unpleasant experience, so the brand will cause immeasurable damage. From the survey data, 61% of the dissatisfaction with the site is caused by poor user experience. And the user complained about the loss of goods after the incident, a Netizen joked that "a blessing in disguise is not a blessing", but also should cause the attention of the whole industry and reflection. More industry experts said that the "first payment" should become a network of the unified industry standards, which will certainly be the rapid development of e-commerce in China to play a great role in promoting.

The author thinks that at this stage, the consumer to the net buys the product quality and the after-sale safeguard's worry and the distrust, has become a bottleneck in the development of E-commerce, domestic major enterprises want faster and more stable development, to seize a greater market share, must be good faith management as a guideline, the user experience in the most important position, Strict supplier audit clearance to ensure the quality of goods, pre-sales services and after-sale, before you can retain users, but not just for show.