PFSW Pfsweb Inc

E-marketers this holiday shopping season have the opportunity to increase their sales to record levels. According to Forrester Research, online holiday sales will increase 25 percent to $18 billion this holiday season. PFSweb (NASDAQ:PFSW), a global provider of comprehensive e-commerce outsourcing solutions, has compiled 10 tips for online retailers to improve consumers' shopping experience and enjoy a more profitable holiday season. #1) Honesty is the Best Policy. Online shoppers are turned off by hidden charges and murky return policies. Be clear about taxes, shipping and handling charges and return and exchange policies so that there are no surprises when it's time for consumers to check out. #2) Give Accurate Status Updates. Consumers now expect minute-by-minute status updates from online retailers. This is likely due to the loss of physical interaction with your store and your products. From a consumer perspective, they placed an order in "cyberspace" and without ongoing communication from you on the progression of that order and delivery information, this loss of control creates apprehension. #3) Provide Excellent Customer Service. Consumers want online retailers to offer the option of toll-free numbers to call, in addition to live online customer service representatives to interact with. Be very aware of response times, abandonment rate and other performance metrics that can directly impact frustration levels. Automated form-letter responses to e-mail inquiries are ineffective and ultimately a turnoff to the consumer. Consumers have been conditioned that "Internet Time" equals "Instantaneous" -- so the closer an online retailer can get to "instantaneous," the better! #4) Build Efficient Websites. It is a challenge to translate physical storefront shopping experiences into a virtual setting. Technology presents hurdles, and the goal is to overcome them by creating a total experience that feels to the consumer like a convenient, efficient shopping trip as well as a notable interaction with your brand. Moreover, the brand experience can sometimes be diluted through the online format -- integrate your brand's purpose, style and mission throughout the site. #5) Leverage Robust Features such as Guided Selling, Customization and Personalization. These features are the "little extras" that make a big difference to consumers and your revenues. Attempt to capture key information about each customer, whether you are offering registration in exchange for newsletters and special offers, or capturing broad data during the checkout process. If you can get a customer to login, serve product selections and special offers that are directly pertinent to that customer's buying habits. Always offer additional services, such as gift-wrapping, multiple ship-to address capabilities, or customized gift card inclusion. #6) Reward Loyalty. Use rewards in a proactive way to secure loyal customers and drive revenue growth. Ideally, your loyalty marketing programs will convert at least 30% of newly acquired customers to repeat buyers. There are many ways to deploy high impact loyalty marketing. For example, once the consumer reaches a spending threshold, send them an unexpected token gift, such as free shipping offer, discount code or small physical gift to say, "we value your business." When given even the smallest of gifts, consumers perceive value and will often respond. #7) Consider Security Paramount to Your Credibility. In the world of e-commerce, security has always been a possible hurdle on consumers' minds. Fears over lacking security measures are often cited as one of the top reasons why a customer will not place an online order. Online retailers, big and small, must keep consumers informed on the necessary and most recent security measures implemented for the sole purpose of protecting their personal and financial information. This requires proactive communication tactics that are highly visible during the shopping experience and particularly during the checkout process. #8) Maintain Privacy. Privacy policies should be easy to find and simply stated. Consumers are more inclined to disclose information and register with your site when you have effectively assured them of adherence to privacy policies. Online retailers should disclose upfront how personal data from site visitors would be used internally as well as shared externally. #9) Distinguish Advertising and Sponsorships. Online retailers should clearly differentiate any advertising from news and information. This includes in-house advertising as well as affiliate marketing. Search engines, shopping tools and portals should clearly disclose paid placement advertising, so consumers may distinguish between objective search results and marketing messages. The site's sponsorship policies and partnerships should be clearly noted in accompanying text or on the About Us page. #10) Promote Brick and Mortar Locations. Consumers today feel more comfortable knowing that a web-retailer exists outside the web. If your establishment has physical locations, make it very clear that a consumer can step outside your virtual store and see your product in person before they make their purchasing decision. "Knowing exactly how to attract new customers and deliver online shopping experiences that meets their modern expectations is critical for effective e-commerce strategies. If you execute flawlessly, harness the power of online merchandising and pursue future opportunities for loyalty marketing, you can convert a newly acquired customer into a sure-fire repeat buyer. Alternatively, we all have a very clear understanding of what happens when we miss service levels and under perform against customer expectations. Today, the latter is no longer acceptable," said Mark Layton, president and CEO, PFSweb. ABOUT PFSweb, INC. PFSweb designs and deploys integrated e-Commerce business infrastructure solutions for Fortune 1000, Global 2000 and leading brand name companies. Seamlessly acting as an extension of a client organization, PFSweb operates critical business functions including product warehousing and inventory management, brand-centric fulfillment, returns management, high-touch call center support, e-Commerce technology and revenue generation services. Specialty services include turnkey customer loyalty program support, continuity program support, multi-channel integration services and value-add services such as gift-wrapping, kitting/assembly and product sample program fulfillment. The company serves a multitude of industries and company types, supporting such clients as CHiA'SSO, FLAVIA(R) Beverage Systems (a division of Mars), Hewlett-Packard (NYSE:HPQ), International Business Machines (NYSE:IBM), Nokia (NYSE:NOK), Pfizer, Inc. (NYSE:PFE), Raytheon Aircraft Company, Rene Furterer USA, ROOTS, The Smithsonian Business Ventures and Xerox (NYSE:XRX), to name a few. To find out more about PFSweb, Inc. (NASDAQ: PFSW), visit our website at www.pfsweb.com or contact us at 866-ASK-PFSweb. THE MATTERS DISCUSSED IN THIS NEWS RELEASE, PARTICULARLY INFORMATION REGARDING FUTURE REVENUE, EARNINGS, BUSINESS PLANS AND GOALS, CONSIST OF FORWARD-LOOKING INFORMATION WITHIN THE MEANING OF SECTION 27A OF THE SECURITIES ACT OF 1933 AND SECTION 21E OF THE SECURITIES EXCHANGE ACT OF 1934 AND ARE SUBJECT TO AND INVOLVE RISKS AND UNCERTAINTIES, WHICH COULD CAUSE ACTUAL RESULTS TO DIFFER MATERIALLY FROM THE FORWARD-LOOKING INFORMATION. SUCH STATEMENTS ARE NOT GUARANTEES OF FUTURE PERFORMANCE AND INVOLVE RISKS, UNCERTAINTIES AND ASSUMPTIONS THAT ARE DIFFICULT TO PREDICT. THESE STATEMENTS ARE BASED ON ASSUMPTIONS AND ESTIMATES THAT MANAGEMENT BELIEVES ARE REASONABLE BASED ON CURRENTLY AVAILABLE INFORMATION; HOWEVER, MANAGEMENT'S ASSUMPTIONS AND THE COMPANY'S FUTURE PERFORMANCE ARE BOTH SUBJECT TO A WIDE RANGE OF BUSINESS RISKS AND UNCERTAINTIES, AND THERE IS NO ASSURANCE THAT THESE GOALS AND PROJECTIONS CAN OR WILL BE MET. ANY NUMBER OF FACTORS COULD CAUSE ACTUAL RESULTS TO DIFFER MATERIALLY. THE COMPANY UNDERTAKES NO OBLIGATION TO PUBLICLY UPDATE OR REVISE ANY FORWARD-LOOKING STATEMENTS. ALL FORWARD-LOOKING INFORMATION CONTAINED HEREIN IS SUBJECT TO THE RISK FACTORS AND UNCERTAINTIES DESCRIBED IN THE COMPANY'S FILINGS WITH THE SECURITIES AND EXCHANGE COMMISSION, WHICH RISK FACTORS AND UNCERTAINTIES ARE INCORPORATED BY THIS REFERENCE AS THOUGH FULLY SET FORTH HEREIN.