http://www.practicalecommerce.com/articles/354/Customer-Experience-Matters/ User submitted comments to Practical Ecommerce's article entitled Customer Experience Matters en-us Copyright 2007 Confluence Publishing Tue, 13 Feb 2007 15:46:07 -0700 http://www.practicalecommerce.com/rss/ Practical Ecommerce v2.0.1 Ecommerce kmurdock@practicalecommerce.com bgetting@practicalecommerce.com 60 http://www.practicalecommerce.com/articles/354/Customer-Experience-Matters/#comment281 It is amazing that most of customer service is simply common sense. Most retail / service establishments provide very little in terms of real service. It is a constant revolving door of staff run via a manual and redundancy of efforts by various short-term employment staff. No person will take on authority to solve even simple customer issues. The system is accountable to no one. All one has to do in business is to provide even a relatively low standard of customer service . The key thing is consistency and accountability. McDonalds will give you a reasonable hamburger in a consistent fashion. It will never be a good hamburger - just an acceptable hamburger. All you have to do is beat that. www.glendalegolfs.com Tue, 13 Feb 2007 15:46:07 -0700 http://www.practicalecommerce.com/articles/354/Customer-Experience-Matters/#comment281 http://www.practicalecommerce.com/articles/354/Customer-Experience-Matters/#comment57 A good strategy for check-out-box abandonment is to acquire the customer email or even phone number first before proceeding with the initial check-out steps; or at least give them the option to provide this information on their own free will. This info can be useful when trying to contact those customers and reselling them the items they decided not to purchase. Follow through is the key to increasing sales. People buy through emotion and justify it rationally. So help them rationalize their purchase and sell the product not always the price. Not all consumers are price-customer. Basically, your company needs to become an outreaching firm instead of a passive ecommerce site. Regardless of the reach and power of the internet, the salesmanship is still in PLAY. Reference: http://sirnitti.com/ Tue, 02 Jan 2007 19:45:14 -0700 http://www.practicalecommerce.com/articles/354/Customer-Experience-Matters/#comment57