Mauritius 2122 Nov 2019 BUILDING CONSUMER TRUST IN ecommerce It was in 1960 when US President JF Kennedy asked a question to the congress Who is a consumer I quote Consumers by definition include us all ID: 802827
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17th REGIONAL SEMINAR OF ACP-EU ECONOMIC AND SOCIAL INTERESTMauritius 21-22 Nov 2019
BUILDING CONSUMER TRUST
IN ecommerce
Slide2It was in 1960, when US President JF Kennedy asked a question to the congress: Who is a consumer
?
I quote: "Consumers, by definition, include us all. They are the largest economic group in the economy, affecting and affected by almost every public and private economic decision. Two-thirds of all spending in the economy is by consumers. But they are the only important group in the economy who are not effectively organized, whose views are often not heard”. Unquote
2
Who is a consumer?
Slide3That is almost 60 years ago
President Kennedy went on to outline four consumer rights:
1 The right to safety 2 The right to be informed 3 The right to choose
4 The right to be heard
3
What are Consumer
Rights?
Slide4That is how in 1962, Consumers International movement was born. To be the global voice of consumers.
Today we are in more than 100 countries with more than 200 members around the globe
Eight basic rights are voiced since then The right to satisfaction of basic needs - The right to safety - The right to be informed - The right to choose -
The right to be heard -
The right to redress
The right to consumer education -
The right to a healthy environment -
4
Consumers
International
Slide51. The Responsibility to be aware of the quality and safety of goods and services before purchasing.
2. The Responsibility to gather all the information and facts available about a product or service as well as to keep abreast of changes and innovations in the marketplace.
3. The Responsibility to Think Independently and make choices about well-considered needs and wants.4. The Responsibility to Speak Out, to inform manufacturers and governments of needs and wants.5. The Responsibility to Complain and inform business and other consumers of dissatisfaction with a product or service in a fair and honest manner.6. The Responsibility to be an Ethical Consumer and to be fair by not engaging in dishonest practices which cost all consumers money.7. The Responsibility to Respect the Environment and avoid waste, littering and contribution to pollution.
5
Consumers Responsibilities
Slide6As we are aware by now, the world is changing, and it is changing very fast
………. Through the
innovations and the advancement of digital technologies, the world has become one. It has become global. It has become one marketplaceDespite the pitfalls and the risks that came with the digital economy, one cannot deny the numerous benefits that came with it6The world is changing
Slide7Queueing at your bank
to withdraw or to deposit your money?
Who can remember withdrawing money in one bank to run and pay your bills at another 2 or 3 different banks?Who can remember reaching home and your prepaid electricity is finished and you have to run back to the supermarket?Who can remember frustrations of trying to change the day or the time on you flight at an agency?
Who can remember
queuing to register your child
at school?
Who can remember reaching the cashier at the store only too find you
forgot your wallet at home
?
Unfortunately, to each story, there is always two sides of the coin
.
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The benefits:
Who can remember?
Slide8With the numerous benefits we gained, came many challenges and pitfalls
:
From policies to frameworks that are no longer adequate to protect the consumersFrom data privacy to fraud, from schemes to unsafe product, cybercafé crimes, ……….. We are all
affected
. We are all
vulnerable.
Remember. The consumer is
you and I
.
8
The pitfalls
Slide9This is a big question!
https://www.youtube.com/watch?v=C_W-VkQ4oSk&index=0&list=PL7YVP935ytF9Q5oybpL1UwnlPWx7eEcXu&utm_source=Consumers+International+-+Members+%26+Subscribers&utm_campaign=b82e22386d-HUggyBugSpanish&utm_medium=email&utm_term=0_eab7ec67e5-b82e22386d-69883991
9
How can we build a digital world in eCommerce that consumers can trust?
Slide10The 2018 CIGI-Ipsos Global Survey on Internet Security and Trust findings show that
over half of internet users surveyed around the world are more concerned about their online privacy than they were a year ago
, reflecting growing concern around the world about online privacy and the power of social media platforms. Just to name a few, Lack of regulations, legislations, policies for better consumer protectionLack of awareness and education for the consumer and his/her rightsLack of data privacy
Lack of transparency in contracts (lengthy and unclear contracts)
Lack consumer redress mechanisms
Lack of cross-border eCommerce regulations
Lack of cross-border Commerce redress mechanisms
Lack of online redress mechanism
Lack of protection against cybercriminal
Quality of products and value for money
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What is causing mistrust in eCommerce?
Slide11There is no business without consumers. And there is no consumer without a business.
Only through collaboration can we achieve this! And this has to be a two way relationship
We all need to come along and trade on the same terrain. The terrain of trust11What can be done to build this trust?
Slide12Regulators and Policy- makers
Laws- policies and regulations should include the component of Consumer protection
They should include proper& functional Consumer Redress mechanisms
Today dealing with
global market
: this implicates need to address cross- boarder and International issues. Hence
need for strong International collaboration
Businesses- Trade
Client (consumer) is King
Put the consumer in the heart of all your activities
A happy consumer- a happy business
Respect laws and Regulations
Ensure protection, security and privacy for consumers
Have business ethics
Assume proper consumer redress to maintain
trust
and
confidence
Watchdogs
Complies of Civil society and Consumers Organizations
Ensure implementation of laws, policies and regulations
ID Gaps and Advocate
Create awareness and education
Consumers
Consumer is you and me
We have rights and responsibilities
We need protection, privacy and security in our transactions
We need proper awareness and education
We need proper functional consumer redress mechanisms
There is no business without consumer
There is no consumer without business
There is a relationship and
Any good relationship shall be a two- way relationship
Slide13In Conclusion
Only through this collaboration can
we achieve balance between trade and the consumerOnly through this collaboration can we build a trusted eCommerce by the consumerOnly through this collaboration
can we
reach a fair trusted
ecommerce by the consumer
Remember: The consumer is you and I
Indeed, coming together for change
Once again,
Merci beaucoup,
Asante
sana,
muito
obrigda
,
I thank you very much
Slide142018 CIGI-Ipsos Global Survey on Internet Security and Trust
CIGI-Ipsos, 2018
2017 Affordability Report, A4AI, 2017
How a dorm room Minecraft scam brought down the internet’
,
Wired,
2017
https://www.consumersinternational.org/media/154869/ci_connecting-voices_2017_v2.pdf
https://www.consumersinternational.org/news-resources/blog/posts/expanding-access-to-smart-devices-and-mobile-internet/?utm_source=CI+Staff&utm_campaign=8f59250fd3-StaffMarch+2019ENewsENG&utm_medium=email&utm_term=0_27ec5755f3-8f59250fd3-79289803