Recently, I was introduced to a wellness product (made in Australia), but was unsure where to purchase it locally. I thought about going to the local health food stores to try to find it – then thought; why not try locating it online? I could have spent many hours (and a lot of gas) running around, trying to locate the product. Not a valuable use of my time, we are all busy people looking for fast and inexpensive solutions to our problems. Enter the search engine where most shoppers now source out a product or service before buying!
To my amazement, I searched and found a local Canadian company who ship the product (free shipping) and the product was cheaper than the price on the company’s Australian website – bonus! Now, here’s where things can always go wrong – how simple is your busying process online? in order to buy, I had to fill in a registration for the site, not something I like to do, but this process was easy – and the amount of information they asked for was very little. We all know why we collect this information (to market to the customer’s needs) – buy most people do not want to share a lot of personal information. Within seconds I received a very nice welcome email, with smiling faces of the staff in the organization – nice! The email also contained a referral bonus, ensuring I return as a customer – Brilliant!
The next thing that can go wrong is the ordering process, their cart was very easy to use, with many payment options, it took me no more than 5 minutes to complete my order, and I received a free sample! It was actually fun.
Many customers are afraid to shop online, maybe because of a past experience or not receiving their order, or because they don’t want to share payment information online. (This company offered PayPal payment option). Within Seconds I received an order confirmation and a commitment to send a tracking code once the order was shipping – stellar! No worries there.
So, how are you amazing your customer? Have you navigated the customer journey to examine along the way where there may be pain points? How smooth are your processes? How easy is it to do business with you? Come to our “Amaze your Customer Conference” and learn from Customer Service Experts how you can Amaze and Dazzle ‘em.
By the way the company I ordered from is well.ca.