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Archive for the ‘Customer Service’ Category

Getting Personal with your Customers

Sunday, November 1st, 2009

Most online transactions are fast, efficient, and completely lacking human contact. Why not shock your customers once in a while with a truly personal online experience? Below are 13 ways to get personal (in a good way) with your customers. Shock your first time customers by calling them within a day of their order. Ask [...]

Is Your Customer Service Offensive or Defensive?

Thursday, February 12th, 2009

As much as customer service is all the rage, and heralded as the new marketing, it’s still viewed as a cost-center by most online businesses. This I believe, is entirely due to a defensive approach to customer care. Defensive customer service can be defined as any type of reactive customer servicing such as answering calls, [...]

Online Customer Service Needs a Revolution

Friday, February 1st, 2008

Imagine walking into a brick-and-mortar store, asking an employee a question, and being outright ignored. How about asking a specific, well-thought out question to a store clerk, then watching the employee thumb through a procedure manual, and read you a canned answer that completely misses your question. Sounds ridiculous, but these are everyday occurrences in [...]

13 Best Practices for Handling Web Returns

Friday, December 28th, 2007

Christmas is over, and now the fun begins…. the Handling the returns. As anyone whose ever sent a product back to an online retailer knows, the process is almost as fun as going to the dentist. Some research suggests that even the thought of sending back a return is enough to keep people from buying. [...]

FAQ Pages are Dead… Answer Questions in the Right Place

Sunday, December 16th, 2007

When was the last time you actually took the time to find an answer on a FAQ page? What about searching through a customer service knowledge base? For me, if information I need is not immediately accessible, I will leave a website immediately. Likewise, most web customers are impatient and demand information at their finger-tips. [...]

13 Bad Habits of eCommerce Stores

Friday, November 16th, 2007

E-tailers have a lot to learn from traditional retailers. It seems that well-known eCommerce sites get away with atrocious usability mistakes simply because the internet as a shopping medium is growing so fast. Web managers may think that because sales numbers are up they must be doing everything right. For many online stores, nothing is [...]

Brand Loyalty: Building Customers for Life

Monday, November 12th, 2007

In my opinion, there’s two ways to build a well-known, enduring brand: Spend tons of money on advertising and PR campaigns Let your customers do the marketing for you With the rising cost of most traditional forms of marketing, who wouldn’t prefer the second option? Unfortunately, very few customers ever become true fans. After all, [...]

Don’t Waste your Thank You Pages

Monday, October 22nd, 2007

Surprisingly, many ecommerce sites waste the thank you or receipt page by making it a dead end. Instead of encouraging your visitors to close the window, continue to engage your customers with one of the following tactics: 1. Refer a friend form: After the user completes the purchase, ask them if they would be willing [...]

25 Holiday Preparation Tips for eCommerce Sites

Friday, October 19th, 2007

Hopefully, you’ve already begun to consider any necessary improvements to your site to accommodate the influx of holiday traffic.  Below I’ve compiled holiday improvement ideas for e-commerce sites. I hope you find something here useful. Offer Bounce Back Discounts: Think about how much traffic your site will receive during the holidays. How can you harness that traffic [...]

25 Ways to Improve Your Online Customer Service

Sunday, September 30th, 2007

When you consider the competitive advantages of an online retailer, customer service is usually not the first thing that comes to mind. Many e-commerce sites, even the large well-known ones, are known for impersonal, mediocre customer service practices. And yet, the few e-tailors that differentiate themselves on serving their customers such as Zappos become well-known [...]

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