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ISO COPLOCO workshop held in Milano 14th May 2014 dealt with building confidence in a Business–to–Consumer relationship, roles and expectations. This is the presentation delivered by Amanda Long, Director General of Consumers International
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COPOLCO Workshop 2014
Building confidence in a business to consumer relationship
Wednesday 14th May
Amanda Long
Director General
Can business be trusted to provide consumers with the information they really need?
About Consumers International
• Global federation of consumer organisations
• 240 member organisations in 115 countries
• Independent and not-for-profit
• Global research and campaigns through and for our members
Why don’t consumers trust information from business?
‘A for performance?
Is it sustainable? Holiday dream or nightmare?
“Consumers need a simple and easy answer when deciding which product to purchase on the basis of the attributes behind the claim and its credibility.”
Ethical Trade Factfinding Process 2010
“Dove is committed to helping women realise their personal potential for beauty by engaging them with products that deliver real care.”
Unfair commercial practices hinder consumer confidence
Test-Achats wins Apple warranty case 02 Apr 2014
..only 35% of Europeans are confident buying online from sellers in other EU countries. Consumers may be
misled by false or inaccurate reviews
Can standards help suppliers communicate effectively
• Business must take responsibility to engage and adopt
existing consumer facing standards and guides and avoid cherry picking
• Space for a best practice standard on communicating information to consumers, linking these standards
Consumers confidence in a brand is driven by trust. To build this trust suppliers must make credible
claims using credible standards -wherever they do business.