Comments on: Customer Experience to Customer Service http://www.marketinghipster.com/2007/05/15/customer-experience-to-customer-service/ It's the connections that matter ..... Sat, 31 Jul 2010 03:27:28 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Mary Mertens http://www.marketinghipster.com/2007/05/15/customer-experience-to-customer-service/comment-page-1/#comment-10792 Mary Mertens Sat, 19 May 2007 11:56:00 +0000 http://www.marketinghipster.com/2007/05/15/customer-experience-to-customer-service/#comment-10792 As an online retailer myself, I understand how this happened: they give themselves nine days because they want a cushion of shipping time. UPS takes five days tops, but chances are, you're getting such a good deal because they don't stock all of their own products. I purchased some ribbon online a while back, and after two weeks and no ribbon in hand, I was super frustrated. I called them and got them to admit what was going on, and again, they were reselling goods not in stock. I'm really enjoying reading your blog-- thanks! As an online retailer myself, I understand how this happened: they give themselves nine days because they want a cushion of shipping time. UPS takes five days tops, but chances are, you’re getting such a good deal because they don’t stock all of their own products.

I purchased some ribbon online a while back, and after two weeks and no ribbon in hand, I was super frustrated. I called them and got them to admit what was going on, and again, they were reselling goods not in stock.

I’m really enjoying reading your blog– thanks!

]]> By: patmcgraw http://www.marketinghipster.com/2007/05/15/customer-experience-to-customer-service/comment-page-1/#comment-10582 patmcgraw Thu, 17 May 2007 17:43:58 +0000 http://www.marketinghipster.com/2007/05/15/customer-experience-to-customer-service/#comment-10582 I hear what you're saying but did you ever think that maybe they selected that shipping option as the standard option might have been due to input from their regular, long time customers? Did you share your feelings with the company? They obviously had a lot going for them but you seem rather quick to 'throw the baby out with the bath water' - could you have been in such a 'smoke induced haze' due to the euphoria you had been experiencing that you overlooked the option to modify the shipping option? In an ideal world, they should follow up with you since you're a new/first time buyer - take the time to offer them constructive feedback. Come on man, show a little love and make the world a better place. :) I hear what you’re saying but did you ever think that maybe they selected that shipping option as the standard option might have been due to input from their regular, long time customers?

Did you share your feelings with the company? They obviously had a lot going for them but you seem rather quick to ‘throw the baby out with the bath water’ – could you have been in such a ‘smoke induced haze’ due to the euphoria you had been experiencing that you overlooked the option to modify the shipping option?

In an ideal world, they should follow up with you since you’re a new/first time buyer – take the time to offer them constructive feedback. Come on man, show a little love and make the world a better place. :)

]]> By: Nathan http://www.marketinghipster.com/2007/05/15/customer-experience-to-customer-service/comment-page-1/#comment-10381 Nathan Tue, 15 May 2007 20:28:14 +0000 http://www.marketinghipster.com/2007/05/15/customer-experience-to-customer-service/#comment-10381 I agree entirely. Customer service does not end with the purchase. If anything, for eCommerce one might say that post-purchase is the most crucial tipping point for the service. Do you give them a tracking number? Does it get to you in a quick manner and is it on time? Is the packaged damaged? If there was an issue with the size, is returning a hassel? etc. A while back I ordered a manga (Death Note) online from an eCommerce site that seemed good. One of the keys of that site, and one reason that brought me back, is they were doing a lot of things both pre and post purchase for the customer. As a new customer, they included a personalized, hand written letter thanking me for my purchase and commenting on how they hope I enjoy the manga I purchased as one of them certainly had. Each book sale also comes with a bookmark with their logo on it, which is great cuz I am always putting random things in mine. Fantastic way to stay in front of your customer. But as you say, that is great post service customer experience. And heh, were it me, I would have been frustrated if my order didn't go out for 2 days AND took 9 days to ship. 2 days juar to ship sounds lazy to me. I agree entirely.

Customer service does not end with the purchase. If anything, for eCommerce one might say that post-purchase is the most crucial tipping point for the service.

Do you give them a tracking number? Does it get to you in a quick manner and is it on time? Is the packaged damaged? If there was an issue with the size, is returning a hassel? etc.

A while back I ordered a manga (Death Note) online from an eCommerce site that seemed good. One of the keys of that site, and one reason that brought me back, is they were doing a lot of things both pre and post purchase for the customer. As a new customer, they included a personalized, hand written letter thanking me for my purchase and commenting on how they hope I enjoy the manga I purchased as one of them certainly had. Each book sale also comes with a bookmark with their logo on it, which is great cuz I am always putting random things in mine. Fantastic way to stay in front of your customer. But as you say, that is great post service customer experience.

And heh, were it me, I would have been frustrated if my order didn’t go out for 2 days AND took 9 days to ship. 2 days juar to ship sounds lazy to me.

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