An alliance aimed at helping businesses build more successful and trusted online customer relationships has been formed by PricewaterhouseCoopers (PwC) and the Council of Better Business Bureaus (CBBB).
According to recent research, four of five online customers will encounter difficulty completing a transaction in the next 12 months. PwC and the CBBB have designed a new approach that will help address these issues. It will provide:
• a simple means for customers to communicate, monitor, and resolve an issue before it becomes a complaint and potentially a dispute
• a vehicle for businesses to proactively manage these customer contacts quickly and effectively, preserving goodwill, building loyalty, and improving productivity
• a centralized system for businesses to track issues, record contact volume and evaluate the root cause, manage productivity in addressing customer issues, and address customer concerns across multiple locations
• a platform that supports the involvement of an arbitrator as needed.
The alliance will select strategic development partners to develop the system and related services in the coming year. The Better Business Bureau (BBB) system, as one of the world’s most-experienced consumer arbitrators, will adopt this approach to manage its own large caseload. The CBBB also plans to make the new technology available to organizations with whom it expects to partner in the near future.
The second major initiative of the alliance will be a series of workshops, and an annual conference focused on helping businesses build successful online relationships. These will provide information about addressing customer concerns on security, privacy, problem resolution, online service, and reliability. The alliance also will conduct surveys and research about building more successful online relationships.
“Combining PwC’s experience in online relationship management with the BBB’s strength in dispute resolution and years of experience fostering ethical business practices is bound to impact the strength of eCommerce transactions,” said Charles Underhill, senior vice president of the CBBB and acting chief operating officer of BBBOnLine.
About PricewaterhouseCoopers and BetterWebSM
BetterWebSM provides products and services to help online businesses improve performance, enhance customer loyalty, and reduce risk by building sustainable and profitable relationships with customers. BetterWeb is a service of PricewaterhouseCoopers, the world’s largest professional services organization. Drawing on the knowledge and skills of more than 150,000 people in 150 countries, the organization helps solve complex business problems and enhance their ability to build value, manage risk and improve performance in an Internet-enabled world.
About the Council of Better Business Bureaus and BBBOnLine
The Council of Better Business Bureaus has more than 300 members and serves as the umbrella organization for the 145 Better Business Bureaus in the United States and Canada, which in turn are supported by 300,000 business members throughout North America. The BBB system is dedicated to fostering fair and honest relationships between businesses and consumers. Founded in 1997, BBBOnLine helps consumers identify online merchants that meet BBB standards through its ‘trustmark’ programs. Nearly 10,000 websites have qualified to display one or both of the BBBOnLine trustmarks.