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Example Three—Spot the Difference?
Example Three—Spot the Difference?
Some shops list every model of product—which is fine, but what many don't do is
differentiate the models. They use the same photograph, the same name, and write
ey use the same photograph, the same name, and write
the different model number next to it, leaving the customer wondering why there is
r next to it, leaving the customer wondering why there is
a price difference.
Can you spot the difference in terms of product advantages? You would need to
actually read the full information page on each product—which would turn off any
customer! If at a glance they could see one had lashing eyes, whereas another had
motorized legs, it would be much easier!
Customer Service
One of the most important aspects of any business is customer service ; this is even
more important with online stores where the customer does not feel reassured by
physical contact and immediate response to questions i.e. they have to wait for a
reply to an email rather than asking an assistant at a physical store.
Without a proper customer service systems in place, an online business will quickly
crumble, because:
Poor customer service leads customers with bad experiences not returning.
It leads to a bad reputation for the business.
Essentially losing money!
So, let's look at the best ways to ensure quality customer service:
Be clear about guarantees, refund policies, and replacement policies.
Be flexible with these policies; if a customer who has used our store many
times wishes to return an item, which would normally not be allowed, it
may be more viable to accept the return (causing a small loss) to ensure the
customer has a positive overall experience, and is encouraged to continue
coming back.
 
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