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Customer Service for e-Commerce
Happy customers create more customers. Unhappy customers can undo all the good work. Customer service is the new marketing for web stores.
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Does your web store's customer service team have the right personality?

Does your web store's customer service team have the right personality? | Customer Service for e-Commerce | Scoop.it
Providing exceptional customer service, unlike executing mandatory job functions for which employees are paid, is always voluntary.
Michiel Gaasterland's insight:

Great insight in this blog post from Customer Enthousiast Steve Curtin. Steve agrues that great customer service is never mandatory. It's 'voluntary'. It means that you can't enforce high customer service standards onto your team. Instead you need to hire people with the right headset. People who want to go the extra mile. Put in that extra little effort. How are you building customer service excellence into your company culture?

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E-commerce Eye Candy – What Bad Customer Service Costs Your Business [Infographic] | Building Keystones

E-commerce Eye Candy – What Bad Customer Service Costs Your Business [Infographic] | Building Keystones | Customer Service for e-Commerce | Scoop.it
It's cheaper to retain customers than it is to acquire them.
Michiel Gaasterland's insight:

Great [INFOGRAPHIC] from the folks over at Helpscout. It's cheaper to retain customers than it is to acquire them.

 

"Ultimately, the consensus is that customer acquisition is more expensive than customer retention. If 80 percent of merchants believe they deliver excellent service, but only eight percent of customers think that’s true, it’s time for merchants to improve their service. It’s not just about helping your customers. The right action here is also the profitable one."

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Best E-Commerce Websites: What Retailers Can Learn from Warby ...

Best E-Commerce Websites: What Retailers Can Learn from Warby ... | Customer Service for e-Commerce | Scoop.it
Best E-Commerce Websites: What Retailers Can Learn from Warby Parker. June 10, 2013 by Mark Boyd in Customer Service, Marketing, Usability with 0 Comments. Warby Parker – the online eyewear manufacturer and retailer – inspire ...
Michiel Gaasterland's insight:

Lovely extensive article with lots of learnings from Warby Parker. Make sure to read the end of the article too where they talk about knowing AND answering your audience. 

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The good, the bad, and the ugly: the impact of customer service

The good, the bad, and the ugly: the impact of customer service | Customer Service for e-Commerce | Scoop.it
Learn the good, the bad, and the ugly truths of how consumers--and their future spending--are impacted by the customer service they experience.
Michiel Gaasterland's insight:

No one working in customer service will be surprised that the research reveals that good service really does matter—and that bad service can harm your business. But you may be surprised by just how much it matters and how long the effect lasts.

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Client Spotlight: Pearl Southern Couture - Bigcommerce

Client Spotlight: Pearl Southern Couture - Bigcommerce | Customer Service for e-Commerce | Scoop.it
Amber searched online for the top-rated e-commerce platforms, then tried each of them out. Since customer service was high on her list of priorities, part of her test was to call each company's support team as an “existing ...
Michiel Gaasterland's insight:

Cute little post. Here's Amber who's running her own fashion e-Commerce store. She wanted to move to a more professional e-Commerce platform and decide to call all of them and pretend to be an excisting customer. She ended up choosing BigCommerce who put her in touch with a rep within' 5 minutes. At ROBIN HQ we stick to the practice what you preech mantra. You need to lead by example!

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Efficiency: YourStudentShoes - The Guardian

Efficiency: YourStudentShoes - The Guardian | Customer Service for e-Commerce | Scoop.it
The Guardian
Efficiency: YourStudentShoes
The Guardian
Aside from this, customer service is a big focus of ours. We aim to please and always respond quickly to customers ... All this is done through our e-commerce website, which we built ourselves.
Michiel Gaasterland's insight:

Nice little article on two students starting an online shoe store offering fashionable foodwear for affordable prices. Thir secret: find that gap in the market and focus on great customer service.

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E-commerce: Quickly does it | The Economist

E-commerce: Quickly does it | The Economist | Customer Service for e-Commerce | Scoop.it
As others have commented earlier, fulfillment, customer service, payment processing .... it's a long list of what it takes to succeed in e-commerce. The idea itself is not new, and Tictail seems to be addressing a narrow set of ...
Michiel Gaasterland's insight:

Tictail must be the fastest tool out there to launch a web store with. You can have one up and running in minutes.

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Leaving Storywise and joining ROBIN

Leaving Storywise and joining ROBIN | Customer Service for e-Commerce | Scoop.it
Newsflash! Effectively immediately I have joined a team of four developers, one designer, one trainee and one CEO/Founder in their mission to help small and medium sized e-commerce stores eliminate bad customer service.
Michiel Gaasterland's insight:

After four years of consulting, I was eager to return to product marketing and start applying my content marketing expertise to a product of my own. Very happy I found this great opportunity with ROBIN - the intelligent customer service assistant!

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Customer Experience Better In-Store Than Online, Say Mobile-Toting Shoppers

Customer Experience Better In-Store Than Online, Say Mobile-Toting Shoppers | Customer Service for e-Commerce | Scoop.it
In-store shopping beats the e-commerce experience across numerous customer service and relationship measures, while online shopping wins for research and pricing, according

Via Russ Merz, Ph.D.
Michiel Gaasterland's insight:

Fascinating and insightful this research data. Customer service should really be a web stores' main strategic marketing goal. This is where trad shopping currently wins. e-Commerce still has so many opportunities to gain market share here.

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The Key To E-Commerce Success May Be The Human Touch

The Key To E-Commerce Success May Be The Human Touch | Customer Service for e-Commerce | Scoop.it
Players big and small that sell online are learning that e-commerce shoppers need a helping hand on products, shipping and everything else if they want a sale.
Michiel Gaasterland's insight:

Jana Francis President & Founder of Steels.com (74 FTE / 15 Mio revenue) shares some great insights into what sublime customer service can do for a web store. E-commerce retail faces certain disadvantages over brick-and-mortar stores. "People can't see the product, feel it, touch it or try it on," Francis said. Hence, customer service is the link that overcomes not being able to inspect, sense and experience the product.

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3 Big Trends Impacting E-Commerce Customer Service - Business 2 Community

3 Big Trends Impacting E-Commerce Customer Service - Business 2 Community | Customer Service for e-Commerce | Scoop.it
Michiel Gaasterland's insight:

This is a good article. The impact of generation Y on customer service.

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Ecommerce Customer Service : Best Ways to Prevent Chargebacks ...

While ecommerce does have many perks, there are a few downsides to doing business in cyber space. One of the main cons of this type of sales is lack of face-to-face interactions. Customer service for ecommerce business ...
Michiel Gaasterland's insight:

Great little article. Do everything you can to prevent Chargebacks. However, when customers ask for a refund: REFUND. Don't be pennywise and pound foolish. Always go for the happy customer. Your overall customer satisfactions goals are more important that the relative loss of one order.

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Dutch Mobile E-Commerce Market Grows Dramatically: Web Store Owners Must Optimise For Couch Buyers | ROBIN | e-commerce customer service

Dutch Mobile E-Commerce Market Grows Dramatically: Web Store Owners Must Optimise For Couch Buyers | ROBIN | e-commerce customer service | Customer Service for e-Commerce | Scoop.it
Michiel Gaasterland's insight:

Today, Dutch e-Commerce branche association Thuiswinkel.org, announced new growth figures for the Dutch mobile e-Commerce market. The figures come from the M-Commerce Monitor for the second half of 2012, and indicate that more and more consumers are using their mobile phones and tablets to make online purchases – preferably from their own couch (“couch buyers”).

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Is Customer Service the New Marketing?

Is Customer Service the New Marketing? | Customer Service for e-Commerce | Scoop.it
Image from: Customer Service / Shutterstock.com Many marketers are evaluating what role customer experience and customer service should have in their 2013 marketing goals. The answer is not cut and dry, but depends on what is best for the company.
Michiel Gaasterland's insight:

Interesting post, including a Google Hangout video with 4 thought leaders in Customer Service. Is Customer Service the New Marketing? No, they say. It's an integrated part of your marketing activities and can't be seen separate. They also highlight the importance of customer service for different sort of businesses. For instance Walmart invested time and resources in improving customer satisfaction ratings. Outcome: they succeeded in doing that. But it didn't bring in more revenue. Why? People shop at Walmart for low prices and selection. Not for great service. How important is customer service for your business? 

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Shoddy Customer Service Costs UK Online Retailers £20 Billion - Power Retail

Shoddy Customer Service Costs UK Online Retailers £20 Billion - Power Retail | Customer Service for e-Commerce | Scoop.it
Shoddy Customer Service Costs UK Online Retailers £20 Billion
Power Retail
Of course, whether the actual amount being lost by UK e-commerce businesses works out to £20 billion or not can't be accurately determined.
Michiel Gaasterland's insight:

Amazing figures here. 

 

According to a survey of over 2000 UK consumers, sixty five percent of shoppers have experienced poor customer service online, with as many of those stating they would not return to shop with a company that offered sub par service.

 

With online retail reaching 50 billion GBP in 2012, that means as much as £20 billion in sales is potentially at risk.

 

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All Folk At Robin Hq's Front Page on RebelMouse

All Folk At Robin Hq's Front Page on RebelMouse | Customer Service for e-Commerce | Scoop.it
RebelMouse organizes your online presence into a beautiful, dynamic and social site - in minutes.
Michiel Gaasterland's insight:

It's April 2013. There are 9 peope working on making ROBIN, the intelligent customer service assistant, the tool that is set to eliminate bad customer service in e-commerce.

 

This RebeMouse page collects their tweets on a single page. This is ROBIN HeadQuarters' 

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Defining Service and Culture: The Zappos Model | Beyond Marketing Blog

Defining Service and Culture: The Zappos Model | Beyond Marketing Blog | Customer Service for e-Commerce | Scoop.it
Beyond Marketing Blog Amaze Your Customers

 

I’ve just returned from a three day Zappos boot camp in Las Vegas where I learned about a company that is undeniably one of the most unique companies on planet Earth. Sound like an exaggeration? It’s not!

 

So here’s the quick skinny on Zappos. They started selling shoes in 1999 when founder Nick Swinmurn couldn’t find the shoes he was looking for at any of the stores in the local malls. There was a .com explosion happening and internet e-commerce was in its infancy. So Zappos was born. What’s interesting is that while many of Zappos’ peers lived a short life, Zappos continues to thrive having crossed over $1,000,000,000 (that’s a Dr. Evil, $1 BILL-ION DOLLARS) in gross sales in 2008 alone. Since then, the company has continued to crush it with continued expansion of employees and corporate space.

 

So what makes Zappos so different? They’re a company that sells shoes right? WRONG.

Michiel Gaasterland's insight:

Great little summary of the traits that made Zappos such a great leading company in customer service.

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Rosetta Carrington Lue's curator insight, May 10, 2013 5:25 AM

Author was able to summarize and articulate how Zappos became the model of customer experience excellence.

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What Bad Customer Service Costs Your Business [Infographic] - - The Buffer Blog

What Bad Customer Service Costs Your Business [Infographic] - - The Buffer Blog | Customer Service for e-Commerce | Scoop.it
If it comes to bad customer service, a lot of companies seem to not care, because you can't measure it. Here are the bare facts that bad customer service does hurt your business
Michiel Gaasterland's insight:

Great Infographic from the guys over at HelpScout. Customer Service works both ways: 86% of customers quit doing business because of a bad customer service experience. Also, 78% of online customers recommend the brand to a friend after a great customer service experience.

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Secret to Outstanding Customer Service

Secret to Outstanding Customer Service | Customer Service for e-Commerce | Scoop.it
Growth and scale are typically the enemy of great, personal customer service--except in this case.
Michiel Gaasterland's insight:

Interview with Edward Wimmer, co-owner of e-Commerce store RoadID. Offering great customer service is really about headset and about looking at your business model in a different way. One of the things Edward says is:

 

"But the key is that every customer doesn't have to generate a positive ROI. If we generate a positive ROI on most of our customers, the bottom line takes care of itself. When you aren't trying to squeeze every nickel out of every transaction, it's easy to do the right thing for an individual customer."

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