Building a world of trust for e-commerce

For France, digital technology offers new possibilities for development, growth and sharing. Democracy and public debates were also at the center of the initiative launched by Emmanuel Macron, Minister of Economy and Finance, and Axelle Lemaire, Secretary of State to Digital Economy.

The new "Digital Republic bill" adopted in May 2016 was the first time ever interactive online consultation organized by a French government for a legislation process. Indeed, before submitting the Digital Republic bill to the Conseil d’Etat (French Supreme Administrative Court), everyone had the chance to provide their input on the legislation during the consultation held in 2015.

A. Contributors were able to comment on the text’s articles and suggest amendments which were, in turn, open to remarks from other Internet users building a space for online democracy.

B. Once studied, some of the proposals might have made their way into the Digital Republic bill making this initiative interactive.

C. The government also officially replied to those suggestions which were the most popular amongst Internet users after voting online.

A truly innovative experience!

https://www.republique-numerique.fr/pages/in-english

TripAdvisor has announced the launch of a new airline reviews platform (July 2016).

The company stated "the time has come for a better way to research, compare and shop for flights". The launch of airline reviews will be covering 48 markets in 29 languages.

Question: How TripAdvisor will ensure flight experiences will be reflecting real experiences? (no fake reviews)

Reminder: in December 2014, Italian authorities fined TripAdvisor 500,000 Euros after ruling that it had failed to adopt sufficient mechanisms to protect consumers from being exposed to false reviews on its website for hotels and restaurants. Has TripAdvisor made progress to prevent fraudulent use of its platform?

An interesting contribution from the UK CMA on the topic of online reviews - Also named "60 second summary" to get updated on the guidance and recommended practices. Should be applied by any e-commerce site and marketplace to build trust with customers.

https://www.gov.uk/government/publications/online-reviews-and-endorsements-advice-for-businesses

An interesting contribution from the UK CMA on the topic of online endorsements - Also named "60 second summary" to get updated on the guidance and recommended practices. Should be applied by any e-commerce site and marketplace to build trust with customers.

https://www.gov.uk/government/publications/online-reviews-and-endorsements-advice-for-businesses

Pour un cadre éthique des avis clients en ligne. Une nouvelle donne est possible grâce à la certification des avis clients pour les marques qui souhaitent instaurer une relation de confiance.

Générer de faux avis ou modérer abusivement les avis clients est en réalité destructeur de valeur pour le e-commerce.

After years of manipulation and unclear practices about on-line reviews, consumers want to be really well-informed and use platforms showing full transparency and trustworthiness.

Les travaux menés par la Direction générale de la concurrence, de la consommation et de la répression des fraudes (DGCCRF) nous fournissent des informations précieuses sur les pratiques dans le secteur du e-commerce en France.

http://www.economie.gouv.fr/files/files/directions_services/dgccrf/documentation/fiches_pratiques/fiches/faux-avis-consommateurs.pdf

On constate que les infractions en matière d’avis de consommateurs sont relevées dans tous les secteurs d’activité sur internet  (automobile, électroménager, mobilier, habillement, services), mais également sur les réseaux sociaux, dans le secteur des applications mobiles. Heureusement, certaines pratiques trompeuses et illégales donnent lieu à des poursuites judiciaires mais la DGCCRF disposent de moyens humains trop limités pour agir face à l'ampleur des enjeux commerciaux..

La publication de la norme NF Z74-501 en 2013 sous l'égide de l'AFNOR et de nombreux participants volontaires ne suffit pas à prévenir les abus constatés sur les sites de e-commerce.

Disposons-nous d'une législation suffisante et des moyens à la hauteur des enjeux liés à la croissance du e-commerce ?

N'est-il pas temps de mettre en place de nouvelles solutions permettant la réelle certification des avis consommateurs ?

4 tips to build trust with e-consumers explained in this article

In a nutshell, marketers should not be worried about transparency and open communication on websites; promoting those values is creating a trusted relationship between brands and consumers.

When are brands and marketers going to apply these values to consumer online reviews?

Let's discuss that: do you think it is better for a brand to hide negative reviews on a product/customer experience or to engage with those customers in a transparent communication trying to understand and eventually respond?

An interesting contribution from the UK CMA on the topic of online review sites - Also named "60 second summary" to get updated on the guidance and recommended practices. Should be applied by any e-commerce site and marketplace to build trust with customers.

https://www.gov.uk/government/publications/online-reviews-and-endorsements-advice-for-businesses

Restoring confidence is essential for brands and platforms willing to develop a trusted relationship, meaning growing the business and satisfying customers. This is the next e-commerce model.

Why is it so important to re-build trust for brands and e-commerce platforms with consumers? Because facts tell us consumers are losing confidence when they read on-line reviews. In today's ecosystem, only certified reviews can help develop new relationships between e-shoppers and brands. A French startup is about to change the rules with a powerful solution and an official accreditation delivered by the national certification body.