WebProNews

Poor Customer Service Holding Back E-Commerce Sales

Earlier this month comScore released its Q2 retail e-commerce sales estimates, which indicated that US online retail spending dropped from the same period from last year. This is only the second time that has happened.

Customers Cry Foul On Wal-Mart's DRM Decision

 In yet another shutdown of DRM servers, following on the heels of Yahoo and MSN Music,Wal-Mart is also shutting down their DRM servers casting millions of dollars in media locked into one computer, unless you can copy it over to disk. 

ACCM: Retaining Customers With Better Content

Steve Trollinger, executive vice president of J.Schmid & Assoc. spoke at a session called, "If You Get Them, Keep Them: Retaining Customers with Better Contact Strategies."

Embrace All Methods of Learning About Customers

Glenn Gow brought to my attention a post he wrote a few weeks back that should get us all thinking. In it, he summarizes a recent MITSloan Management Review piece that upbraids most marketers for doing the easiest kind of market research: Listening to our existing customers.

The Issue with Hyping Social Media

In most markets worth being in and with most sustainable business models, sales is not a one time event, but a process. You first have to create awareness, then build trust, then finally make the sale.

Look at Things From a Customer's Perspective

As an internet retailer, I have had to learn the hard way that our customers do not necessarily see our sites the way we see them. In fact, when we conduct usability studies, I am often shocked to find that what is very obvious to me escapes them completely. Does that make them stupid? Of course not. Their perspective is just different. In their eyes, the retailer is the one that is stupid.

"Passionate" Customers & Apple's Reputation

Reading Tom Krazit’s excellent article on Apple’s hard core fans reminded me of my own recent experience. In my attempt to explain why I thought Apple could no longer rely on its evangelist users, I was attacked, mocked, and abused by the very same group I was discussing.

Dealing with Upset Customers

Anger is one of the less noble of human emotions. We tend to beat ourselves up when we get angry. After the emotion dies down, we feel a little foolish for losing control. As Ben Franklin said,

Do You Talk with Customers or at Them?

Do you talk with your customers or do you talk at them?

Wal-Mart Ends Phone Option For Online Customers

Wal-Mart is taking a step backwards when it comes to online customer service. The retail giant said it would no longer offer its customers the choice of being able to speak to a customer service representative if they have problems with an order.