The Last Word: Customer Solutions Profit Ideas

Have you ever wondered why high-touch retailers or businesses haven’t found the best ways to translate their in-person high touch experience to their online customer experience?

A lot has been recently written by industry experts on this subject. Conference agendas are being dedicated to this issue. Industry advisors are correctly recommending that online customer service plans need to be carefully conceived.

Consider the following key areas to ensure that the customer experience on your website is commensurate with the reputation you enjoy offline:

• Your web site should be considered an engaging destination and provide intuitive navigation experiences.
• Absolutely provide easy and prominent access to contact information. Offer LIVE customer service help, wherever possible.
• Make sure your shoppers can quickly and accurately determine availability of their desired product. (Hint: if it is not available, offer alternative suggestions.)
• Inefficient purchase processes lose motivated customers; trust yet verify your purchase process delights your customers every time.
• Provide a variety of shipping options; customers love options.
• Always provide privacy and policy guarantees (including satisfaction and returns/exchanges).
• All customers are not alike; increase service for your frequent or “most valuable customers.”

I’ll offer more advanced tips for managing a great online customer experience in my next The Last Word “brain dump.”