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Alan White from N Brown Group focused on trust during his presentation and kicked off by saying customers have to trust online stores ‘to order what they cannot touch’, ‘to pay before they receive’, ‘to handle their personal data’ and ‘to believe what they say’ – this trust is earned.
At every stage of the customer journey you have to focus on building trust. Customer service communication (email and telephone) is often an overlooked part of building trust.
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From The Online Fashion Position
Leon Bailey-Green, Director of The Online Fashion Agency, is a consultant to businesses operating in the online fashion industry.
Readers' comments (3)
JJ Stephens | 27 June 2008 11:31 pm
OK, This is the first time I've had a look at the blogs. Now, they are not what I thought they would be. Interesting, sort of....but sort of odd on topics.
Can I have a blog please?
A proper one.
I will be good and not slanderous.
Please?
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Anonymous | 29 June 2008 10:56 pm
Josie, we are not far up enough the drapers social scene to get a blog, its only ever going to be this sort of media type blog and not honest details of grass roots fashion business - ie getting the punter to actually buy the gear. Its jobs for the boys at drapers and the fact that they ask for bloggers and retailers like you and I have offered, but we get London networkers blogging tells me it all. Personally, I'd love to be hearing from the real people in the industry from all over the UK, be it Elgin or Dorset!!!!!!
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Jessica Brown | 7 July 2008 11:57 am
If you are interested in blogging for Drapers we would very much like to hear from you. Our bloggers are not chosen because of their position or particular interests/specialisms in the fashion sector. In fact, we would dearly love to have some independent retailers sharing their views on the market. Please email your details to andre.rickerby@emap.com so we can be in touch.
Many thanks
Jessica Price Brown, managing editor and news editor, Drapers
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