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Cheddar has several meaning. I know three: a name of an English village, cheese my daughter likes the most and a brand new project in the ad-blocking story created few days ago by the VRM initiative.
VRM stands for Vendor Relation Management as opposed to CRM (Customer Relation Management). VRM is on the side of consumers and at the same time it claims that this is the best position for vendors as well. VRM is clearly a private market-based initiative which is VERY different from political administrative non-practical consumer-protection topics as we know them from Europe.
More and more articles and presentations at conferences this year deal with the topic of the future of online dispute resolution (ODR). All of the authors argue in favor of a very bright future of ODR. Many commentators speak about the next global reform of judicial systems which is going to happen through ODR technology. I agree with that.
Ever heard of "people first" approach? It's the customer-centric philosophy stating the belief that if you put people first, your customer loyalty will get a significant boost. Founder and president of the Center for client retention, Richard R. Shapiro, wrote an extensive guide of 8 Steps to Guarantee Repeat Business, in which he explains how to develop excellent customer experience.
Vincent Tilman is bMediation’s Principal Advisor and has been developing mediation expertise for over 10 years, particularly in the area of commercial disputes in an international environment. Vincent’s most recent mediated disputes related to construction, real estate, Information technology and inheritance. How does he see the role of ODR in Belgium and what are the biggest challenges his dispute resolution efforts face nowadays?
Online retail continues to be more and more essential to consumers' everyday life. According to E-Consultancy 2015 retail report, United Kingdom's online retail sales reached 52.25 billion GBP in 2015, a 16.2% increase vs. 2014 when the total amounted to £44.97bn. More and more online shops spring to life every day, while technology and software progress grows faster by a minute. What does this mean for online shoppers and how will it effect their shopping experience in 2016?
Gregory Hunt is one of Europe's most experienced advocates of ODR, and a director at one of the leading ODR services in the United Kingdom: the non-profit Ombudsman Services organization. With 21 years of experience in alternative dispute resolution, whom better to ask about the current situation when it comes to consumer disputes?
The eCommerce industry is soaring high from the past few years. With multi-billion dollar markets yet to be tapped, there are a lot of opportunities in this space. Here are some tips to follow if you are planning on starting up – or already have an existing eCommerce startup, which is still a hatchling.
Season of joy and gift-giving is over, with nearly 40 per cent of consumers visiting the stores to return their holiday gift.1 This might initially sound like a bad end of the deal for your shop, but don’t ring the alarm yet and try to see this as a chance to get ahead the curve. Now, what are the most important facts behind the gift-returning and how can your e-shop profit from this January trend?
Season of plenty is upon us - and your shop as well! According to Fortune magazine, holiday season generates as much as 30% of yearly sales. That means you need to make sure to take advantage of generous spirit of Christmas. But how to avoid stress this responsibility puts on retailer's shoulders?
Jolly old season of Christmas is here! Are your halls decked with holly, and most importantly, Christmas gifts for everyone you hold dear? Advent weeks are the busiest time for shops, with a never-ending stream of gift-givers coming through the door every minute. So, how can you remain sane and calm while chasing down for gifts this year? Here are our top tricks.
Beginning of Christmas season is upon us. Ever since Macy's Thanksgiving Day Parade in 1924, Black Friday became unofficial start to Christmas shopping. In recent years, it has been marked by a real shopping frenzy with most retailers, malls and shopping centers, offering huge discounts or bargain deals, often called "doorbuster deals" and "loss leaders". According to National Retal Federation, the value of Black Friday weekend shopping was about 59 billion USD in 2012.
Whether you’re an aspiring entrepreneur who wants to change the world, or just a “regular Joe” who is dipping his toe in the big pond of online commerce, proper business know-how is something you cannot afford to miss. Here are eight tips from experts on how to build a perfect e-shop.
How to develop customer service that really matters? This is the topic on which many entrepreneurs often comment. While Jeff Bazos, CEO of Amazon, believes in customer-centricity and fulfilling customer's needs, Elon Musk, founder of Paypal and Tesla Motors, advises to seek out negative feedback. But what is really the big secret behind customer service?
On Sunday September 20, 2015 I attended a brainstorming session in Prague, with a fine selection of experts with a stake in Online Dispute Resolution (ODR) and even the very man who coined the term, Ethan Katsh. Amongst these specialists* were also Doc Searls and his wife Joyce, promoters of the VRM concept, James Roper from IMRG UK, AXA’s Philippe Rambaud and Jean Manuel Caparros, as well as Zbynek Loebl, co-founder of Youstice and organiser of this meeting at the heart of the beautiful Czech Capital City. This was the follow-up of the Prague meeting I covered in Autumn 2014. The discussion was about trust and its importance in online commerce. A debate which stressed the importance of brand, awareness, reputation, but mainly customer experience.
My name is Zbyněk Loebl and three years back I got an idea on how to make online shopping just a little bit safer and more satisfying. It all began with an e-shop order gone wrong and now, three years and multiple awards later, we can finally boast ourselves as a provider of first online platform that solves shopping issues across the globe in a fast and efficient manner.
According to Salesforce, 70% of buying experiences are influenced by how the customer feels they're being treated. There is not one great entrepreneur who would doubt the importance of good customer care. In case you need to get inspired, here are the top 10 quotes from e-Commerce gurus on customer service:
According to Forrester research from 2013, 45 percent of all U.S. consumers abandon their online transaction if their questions or concerns aren’t addressed in an efficient manner. Simply put, if you cannot provide efficient customer service, you might lose as much as almost half of your sales!