News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
|Thu Feb 28 2013 20:31:13|
One Size Does Not Fit All in Ecommerce
By: Ina Steiner
Custom fit, or bespoke clothing, is the latest way companies are trying to stand out in the crowded field of online apparel stores. Daily deals, flash sales and curation continue to be popular ways to get shoppers' attention - and then came along the subscription shopping model.
Yet marketplaces like eBay are rating sellers based on fast handling times. Etsy sellers fear it too is headed in that direction with its new seller rating metrics, called Customer Service Stats.
Handling Time Performance Metrics
eBay displays DSR "shipping time" feedback and advises buyers to "rate the seller only on the time it took to mail the item, not the time it took you to receive the item." eBay's first mistake, by the way, was naming it shipping time instead of handling time.
Because of the power buyers wield with DSRs, sellers must think long and hard before offering custom or personalized goods that could slow down their handling time.
With Etsy's brand new handling time metric (called processing time), the marketplace seems more interested in getting sellers to specify processing time in their listings and then meet that processing time rather than worrying about how long the processing time actually is - a hopeful sign.
Customized or personalized goods is an area in which Etsy excels thanks to the handmade culture on which it thrives. Sellers will be keeping a very close eye on the new Customer Service Stats to see if Etsy keeps its promise of keeping those stats hidden from buyers and not using them as a factor in search results rankings.
Just like the latest websites offering bespoke clothing that are becoming popular with shoppers, sellers know that one size does not fit all, even when it comes to customer service metrics.
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