Find and keep customers: 3 of the basics for success

By Bob Williams, Leave a comment | Posted December 26th, 2008 in Customer Focus, Ideas, internet marketing

With the negative outlook of the economy and reports of down holiday spending, merchants need to look at basics for attracting and retaining customers.  Companies can weather the storm by focusing on core competencies, innovating, and reaching out to customers with individual information. Here’s a look at three principals for accomplishing this goal and some [...]

Customer focused eCommerce: Return Policy

By Bob Williams, One comment | Posted December 5th, 2008 in Customer Focus, eCommerce, internet marketing

I recently made a return to Costco for a misbehaving GPS unit.  My experience was made easy in large part because of Costco’s friendly return policy.  The store clerk didn’t give me a hard time or ask me any detailed questions.  I didn’t even need to fill out a form.

But the real find in [...]

Customer focused eCommerce: Find and Flow

By Bob Williams, Leave a comment | Posted November 28th, 2008 in Customer Focus, eCommerce

Much of my working life has revolved around eCommerce sites.  I’m both a practitioner and a customer and I look for patterns and features of a site that add value and utility to the customer experience.  I was thinking about a few of my “lessons learned” over the past several years after I went through [...]

Zappos customer experience

By Bob Williams, Leave a comment | Posted November 10th, 2008 in Customer Focus

Much has been written about the Zappos.com return policy for shoes.  It’s perhaps the most consumer friendly return policy you’ll find.  Check this out:

Need to Return Your Purchase? It’s easy, and it’s FREE!*

If you are not 100% satisfied with your purchase, we will be happy to accept a return for a full [...]

 
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