Tag: customer service

Use a complaining customer to improve your Shopify store

Trust is an important currency with your customers. One that can be lost quicker than any other known currency. Not even cryptocurrency or NFTs can compare to loss of trust. If you say free shipping on your homepage but charge a “fulfillment fee of $20” in checkout, you’ve spent that trust. If you say no …

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Last chance customer service

If you’re lucky, customers will tell you when they’re about to defect. Usually through a bad interaction with customer service. Let’s back up a bit though. Most customers don’t want to go someplace else. They just want a store to fulfill their need or solve a problem. When they buy a product, if it meets …

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Your job isn’t done when the order ships

Yesterday I came home to a flat yellow bubble pack sitting by my front door. Opening it, what was supposed to be a box of bandages was instead flattened pieces of cardboard with bandages inside. “Sterile” bandages that you would put on a wound. Stuff that, you know, might want to be assured are clean …

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Don’t let weather events keep your customers out in the cold

With the wildfires nearby, deliveries have gone really sideways. As it was USPS has been having massive delays due to administrative policies. With the smoke, the unsafe air quality, and full-on closures of roads, even other carriers are having problems. Amazon’s started refunding orders because the shipments are so backed-up. Some stores have been proactive …

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Do you review your reviews for review purposes?

Product reviews are a solid strategy to boost social proof and trust. But how often do you review your reviews? I’m not talking about a moderation strategy or responding to negative reviews. I’m talking about, how often do you look at your reviews as a way to better understand your current customers, with an eye …

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Lousy customer segmenting from Comcast

Last week our internet contract ended so I setup a new one with Comcast. Same address. Same billing. Same account. Then yesterday I received a letter from them asking us to take their service with them on our move. Our move. Yeah for some reason, renewing a contract with Comcast makes them think that you’re …

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How to mobilize your #1 asset

I’m tempted to write about customer support today. After having a string of companies doing shitty things, ranting about it all might be cathartic and help me feel better. But then I’d still have to deal with those companies. At least until I’ve cut them all loose. So I’ve decided to take a different approach …

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