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Customer service today is getting worse. Win customers over and you build your business for life. Proven by the leader in the industry -- Nordstrom's. Nordstrom's customer service keeps improving and they continue to drive others out of business because of it. Here are six ways you can thrill customers and snatch a larger market share from your competitors.


r to do an extraordinary favor


Here's an example of what I mean: A customer of a moving firm wanted to ship a kitchen table and chairs set to his son in a city 300 miles away. But the moving firm had a hefty weight requirement and a high minimum fee. The firm's manager said he made regular trips to that city. So he offered--at no cost--to load the set in his station wagon and deliver it on his next trip.


r promise wholesale air max shoes uk , over deliver


A well-known air freight company promises to deliver a package by 10 am the next morning--but often delivers by 9 or 9:30 am. A local printing company always finishes the job before the due date. These are companies customers can count on.


them a benefit they don't know exists


If your business offers coupons for certain items, discount those items for those purchases even if customers don't have the coupons.


concern above profit


Only offer customers items they can use. Don't sell them higher-priced products just to make a big sale. You'll win the loyalty of customers if you look out for their best interest.


ow up after the sale


The most successful salespeople follow up regularly at scheduled times--not when they have a spare moment. Help yourself follow up by keeping a log of commitments made and when you promised to keep them.


ort customers in time of need


Let's discuss this with an example. If a customer's air conditioning unit blinked out on the hottest Saturday of the year. Have a backup plan for these type of emergencies. People never forget it when you ease their comfort and will become your biggest raving fan. Return their call no matter how busy you are or have a plan on how to handle these calls. Work later than normal or have someone part-time and on-call. Talk with them on how you can ease their comfort until you can make it there. Ask if they would like to go to the mall or a movie where it is air conditioned and you will call them when you arrive. It doesn't matter if you are in the air conditioning and heating business or you're a consultant, think of ways you can ease customer's comfort. And don't forget to advertise that as well.


One bright spot on the economic horizons around the world seems to be continued consumer spending and e-commerce is clearly a part of this wholesale air max uk , with sales estimated to be in excess of $9.9 billion in the next three months according to ACNielsen. But there is a dark cloud hovering over this sunny e-commerce landscape called poor web site design. Let's explore some of the reasons why consumers are not reaching for their credit cards after perusing an e-commerce web site.




There is a huge knowledge gap about how the web is really driving online and offline commerce. A recent eCommercePulse survey of more than 33,000 surfers conducted by NielsenNet ratings and Harris Interactive indicates e-commerce sites are driving more purchases offline (phone, catalogue wholesale air max 2018 , retail store sales) than online. Many consumers are using the web to effortlessly compare features and pricing, then calling the company or visiting their local retail store to make a purchase. Clearly many companies need to factor this information in when analyzing their online and offline marketing expenditures and related ROI.


According to a recent Zona Research and Keynote Systems Report released earlier this summer, over $25 Billion (USD) was lost in e-commerce due to users abandoning the web site prior to a purchase being made or during the process. The users just gave up because the load times (the amount of time it takes a page to be displayed in a browser) were painfully slow. Today's online shoppers aren't a real patient group; they want information presented in 12-18 seconds or they are off to another site that works.


Unfortunately wholesale air max black friday , many firms have allocated a disproportionate amount of resources for advertising and not enough on good web site design and back-end infrastructure. It's critical to make the market aware of a site, but if the potential customers are not presented with the right navigation and menus (read information architecture), they will not buy. Case in point: according to recent Dataquest surveys (and others) wholesale air max trainers , between 20-40% of most users don't purchase because they can't figure out how to easily move around the web site.


Many firms fail to properly integrate their e-commerce components with the overall site design. The in-house developers or the outside design firm concentrate on the sexy parts of the web site design process (the graphics, branding, look and feel) and only focus on the e-commerce process after the primary web site design is completed wholesale air max online , making e-commerce an afterthought.


A large number of e-commerce web sites don't even list a phone number, arbitrarily forcing people to contact the company electronically, This is a real problem wholesale air max china , as many people don't want to use e-mail or forms as their primary means of communicating. They want the immediacy of the telephone.


It's very surprising, but approximately 30% of e-commerce sites don't have a search capability that actually works. In many cases it just returns gobblygook. This is a real irritant for many online shoppers who want to find goods and services quickly and efficiently. The need for speed should be the e-commerce merchant's marketing mantra and a good search capability gives users a way to quickly find products.