Guest guest Posted June 11, 2007 Report Share Posted June 11, 2007 *Give the lady what she wants * Lauren Freedman once worked for Marshall Fields, which, she recalls, had an old saying it made sure all employees knew well: " Give the lady what she wants. " This is precisely the advice she offers e-retailers looking for new or unrealized opportunities in e-commerce. Internet retailers must carefully consider and outline customer service plans that help ensure their customers are happy and content, Freedman said at the Internet Retailer 2007 Conference and Exhibition June 5 in an educational session titled " Assessing the Real E-commerce Opportunity. " Freedman, president of consulting and research firm the e-tailing group, said the following are key elements of a thorough and successful web retailer customer service plan: - A web site with a comprehensive customer service destination - An easy-to-find phone number and list of customer service hours - Inventory status notification on product pages and/or in shopping carts - Guest membership capability - An efficient checkout process - A privacy policy and guarantee - Timely fulfillment, within three to five business days - Efficient and appropriate answers to all service queries, ideally within no more than 48 hours - A clear and concise returns policy With regard to shoppers making their way through an Internet retailer's online customer service functions and information, Freedman said merchants should ensure customer-centric navigation via " the mother plan. " She explained: " If my mother can do it, then anyone can. " -- Cheers! Kathleen Petrides The Woobey Queen Http://www.woobeyworld.com Quote Link to comment Share on other sites More sharing options...
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