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 …
Tag: customer service
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 …
Loyal customers who just reordered are prime candidates for high-touch customer service
Yesterday I wrote about finding loyal customers who spent the most. Another angle is to find loyal customers who just ordered. This could be useful for a 1-on-1 phone call or follow up to build loyalty. The Loyal and VIP automatic customer segments in Repeat Customer Insights are very similar so instead of using the …
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 …
How a single bad customer service experience can lose a repeat customer
Today I received an email saying an order that was being delivered was cancelled and refunded with no option to get a replacement shipped out. The order was placed months ago. The product was in stock. The product even shipped and was halfway here. While talking with the store’s customer service they only offered a …
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 …
Taking advantage of a software mistake to increase customer loyalty
The other other day my grocery store sent out a receipt for a purchase months ago. Then later on they sent out this email. Yesterday, our email receipt system sent out receipts from past purchases you made in January and February. If you got one, please rest assured: You were NOT charged and none of …
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 …
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 …
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 …