Customer focused eCommerce: Return Policy

One comment | Posted December 5th, 2008 in Customer Focus, Internet Marketing, eCommerce | Tags: , , , ,

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 the transaction [...]

Customer focused eCommerce: Find and Flow

Leave a comment | Posted November 28th, 2008 in Customer Focus, eCommerce | Tags: , ,

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 a [...]