What do you look for when purchasing from a website

[Real World Hypnotherapy]

Hello people

I spend a lot of my time doing research and I am hoping that some people from here will contribute towards this by giving their opinions. I am in the process of developing several websites that will sell printing products to different market segments. For example I am setting up a website that sells business supplies i.e. business cards and letterheads, and I am also setting up a site then art card i.e. printing artists and photographers work to high quality card. In total I am setting up 6 websites.

I am sure that the majority of the people reading this have already from websites before, what was the reason you did this? I know a massive advantage of buying off the internet is because it is cheaper, this will be a factor of our marketing but just one element as we do not want just one angle. Although we want to be cost effective, we do no want to be perceived as cheap because our products really are high quality.

So when you purchase off a website, what is it that makes you buy? It is purely price or is it easy of use, presentation, testimonials and convenience?

All feedback will be much appreciated.

Regards

Matt, MK Printing

[MarkPearson]

Hopefully the main attraction of my website is because its a unique product that people can not buy offline.

So reason 1 = Unique service or product

[DuaneJackson]

Price and convenience. I expect the prices to be cheaper than the high st, but as long as I am not getting ripped off I wouldn't mind paying the same or a little more for the convenience.

[JoyDivision]

Personaly I live near some of the best shops in the country so online shopping has limited appeal to me.

However for certain specialist stuff I have no opition. If it was computer hardware it would have to be extremely cheap otherwise the delivery would make it too expensive.

When ordering stuff online I prefer to order stuff from Human contactable stores, places like Ebuyer scare me.

I also check there is an address then check it with companies house if its a limited company, I also look for phone numbers etc.

A security certificate is useful as well. If its on google then the chances are its a genuine site because it takes for ever to get onto google.

[Hayles]

It has to look professional and not home made. No typos, clear design, easy to navigate and easy to order :D

[creacom]

Personally I very rarely buy from websites where I have not spoken to someone from that company by email or telephone before hand ( With exception of Amazon etc. )

So at all times customer services is very important. For example we recently upgraded our scanner and I found a cheaper price online for the model that we wanted. When I called the telephone number on the site, I was forced to leave a message and someone called me back - 3 days later ! I also sent an email that they replied to about 3 hours before calling.

So instead of saving almost £60 on this scanner I bought it from a shop where someone answered all my questions. Its very common in this world of technology and online commerce to forget about customer services because a lot of the time we will never have to come face to face with the client. Thats one of the biggest mistakes companies these days make. Put your telephone number on the site and when someone calls do your best to answer and if they leave a message get back to them fast.

That along with a good simple but effective website that presents their services and company well. I want to know if that company started yesterday or 10 years ago and good testimonials helps too.

I know, I know...Im really fussy !!! lol..

Jacqui

[Jayne]

You've hit the nail on the head Jacqui..I agree 100%, also with Hayles, except the typo bit, but i'm rubbish at spelling so wouldn't know if it was wrong anyway:lol:

Jayne

[DavidHorn]

I want a professional looking website.

I want a customer service number with real people behind it.

I want a bundle of customer testimonials - and not ones that appear to be made up! So, product reviews are important.

I want a site that, goddammit, loves me. Remember me when I come back, recommend stuff to me based on past purchases, show me your special offers, show me your new products. Wow me.

And if your site can't do the above - maybe you don't have the budget - then make damn sure you've got the customer service part of it 100% correct. Show me the phone number. Tell me you're there to be contacted if my widget doesn't show up. Show me you care.

[directmarketingadvice]

Hi Matt

I'd go with the reasons Duane gave.

Some things that have stopped me buying from some sites are

(1) confusing and unclear ordering processes

(2) ordering processes that simply don't work (eg browser errors) or take ages to go from page to page

(3) the inabilty to buy because I don't have a zip code (many US sites that allow you to choose the UK as your country)

(4) ridiculously high postage costs (a pet peeve of mine is sites that won't show you the postage costs until you've filled in 4 pages of personal details).

I hope this helps.

Steve

[Pebble Communications]

Easily found 'real' name, address and phone number.

Attention to security of on-line payments

Professional attitude: no spelling and grammatical mistakes, clear information; policies on deliveries etc, FAQs section, easy to navigate with clean unbusy design.

Good product, good price, good returns policy.

[Real World Hypnotherapy]

Thanks people this is all great feedback. We already do a lot of what has been said but we constantly improve.

One thing that David touched on is the he likes the personal touch when buying and someone that actually cares about him. This is what I have tried to do since I started MK Printing. I speak to all of my customers and I make sure that they get the products they need and will work for them. Several times I have recommended a much lower priced product saving the customer hundreds of pounds, when I do this they always come back later and buy more off me and recommend me to others.

I think that in a world that is getting more and more technical, the personal touch is ever more important. We see ourselves more as advisors than salespeople, we recommend to you what products will work and at a budget to suit.

Please keep the feedback coming.

Matt, MK Printing