Comments on: Customer service is an important component of e-commerce http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html Internet Marketing News Fri, 10 Feb 2012 17:00:40 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: *Basics Of The Online Sales Experience | adsonvids Blog http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-68472 *Basics Of The Online Sales Experience | adsonvids Blog Thu, 26 Feb 2009 02:08:39 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-68472 [...] Customer service is an important component of e-commerce [...] [...] Customer service is an important component of e-commerce [...]

]]> By: Selling Books On Amazon » Blog Archive » Store Floundering Check the feedback you are getting http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-58450 Selling Books On Amazon » Blog Archive » Store Floundering Check the feedback you are getting Sun, 26 Oct 2008 21:07:44 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-58450 [...] Customer service is an important component of e-commerce [...] [...] Customer service is an important component of e-commerce [...]

]]> By: J Nair http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-55555 J Nair Mon, 08 Sep 2008 07:34:36 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-55555 The right combination of price and customer service is what one needs to focus on. Giving things at a lower price will not necessarily draw customers "always". Again the market segment which seeks out for lower prices, is quite huge. One should try to compensate the costs involved in providing better service by increasing volumes, i.e., by attracting more customers from that market segment. Nobody is looking at rock bottom prices. Every one is looking for a mix of acceptable prices and just a little above average service. A good smile and a thank you from the service person will bring more customers than the price factor. The right combination of price and customer service is what one needs to focus on. Giving things at a lower price will not necessarily draw customers “always”. Again the market segment which seeks out for lower prices, is quite huge. One should try to compensate the costs involved in providing better service by increasing volumes, i.e., by attracting more customers from that market segment. Nobody is looking at rock bottom prices. Every one is looking for a mix of acceptable prices and just a little above average service. A good smile and a thank you from the service person will bring more customers than the price factor.

]]> By: Blu Domain: Poor Service Defined | Aligning Technology, Strategy, People & Projects http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-47595 Blu Domain: Poor Service Defined | Aligning Technology, Strategy, People & Projects Wed, 14 May 2008 16:03:27 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-47595 [...] Customer service is an important component of e-commerce [via Zemanta] [...] [...] Customer service is an important component of e-commerce [via Zemanta] [...]

]]> By: eCommerce Customer Service Problems - Why Online Customer Service Needs a Revolution http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-40848 eCommerce Customer Service Problems - Why Online Customer Service Needs a Revolution Fri, 01 Feb 2008 20:48:06 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-40848 [...] in nearly every niche, low prices are no longer a justification for bad service. Smart retailers, especially smaller businesses, will differentiate themselves with service, knowing that service is harder to emulate. In [...] [...] in nearly every niche, low prices are no longer a justification for bad service. Smart retailers, especially smaller businesses, will differentiate themselves with service, knowing that service is harder to emulate. In [...]

]]> By: WaterSubject http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-36392 WaterSubject Mon, 12 Nov 2007 00:33:12 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-36392 no matter how electronic the service is, after all there is a human at the other end of phone line or internet connection. Human approach is always number one. no matter how electronic the service is, after all there is a human at the other end of phone line or internet connection. Human approach is always number one.

]]> By: Steven Bradley http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-36296 Steven Bradley Fri, 09 Nov 2007 18:16:56 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-36296 I'd agree that price will win out over customer service, but I think it depends on the customer. There are certainly people who will gladly pay more for the extra service. More though, is that customer service is expected now. I don't necessarily see it as something that will help you sell your product, but it is something that will keep people from buying again or recommending you to others. It's seems irrelevant to me what you say about your customer service. I won't buy based on what you say, but I will always be making decisions about how you actually practice customer service. Do a great job and you create a loyal customer who will see past your price. Do a poor job and you lose a customer for life regardless of your price. I’d agree that price will win out over customer service, but I think it depends on the customer. There are certainly people who will gladly pay more for the extra service.

More though, is that customer service is expected now. I don’t necessarily see it as something that will help you sell your product, but it is something that will keep people from buying again or recommending you to others.

It’s seems irrelevant to me what you say about your customer service. I won’t buy based on what you say, but I will always be making decisions about how you actually practice customer service. Do a great job and you create a loyal customer who will see past your price. Do a poor job and you lose a customer for life regardless of your price.

]]> By: GoWFB http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-36264 GoWFB Fri, 09 Nov 2007 03:24:31 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-36264 Yes pricing is the most important factor but customer service is almost as important because of the very nature of e commerce.It has a faceless impersonal nature that a lot of people find bewildering; i know that i personally found it very unsettling when i first started purchasing stuff off the internet. The fact that you can't see, touch, feel the item you want to purchase or ask a real person a bunch of questions made it so for me. Which is why, good customer service reassured me in some way and perhaps encouraged me as well. Yes pricing is the most important factor but customer service is almost as important because of the very nature of e commerce.It has a faceless impersonal nature that a lot of people find bewildering; i know that i personally found it very unsettling when i first started purchasing stuff off the internet. The fact that you can’t see, touch, feel the item you want to purchase or ask a real person a bunch of questions made it so for me. Which is why, good customer service reassured me in some way and perhaps encouraged me as well.

]]> By: Greg Howlett http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-36256 Greg Howlett Thu, 08 Nov 2007 22:24:28 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-36256 Brian, study after study shows that price is a more important factor than customer service for most people. That may change in the future, but that is the way it currently is. Granted, there is a set of the population that values customer service more, and in our case, we choose to go after that segment rather than the price shoppers. But believing we can sell to anyone with that model is burying our head in the sand. If you do decide to focus on customer service, remember that it is a hard thing to quantify--if the best you can come up with to describe your company is something like "outstanding customer service," you do not really have a differentiating factor (USP). Brian, study after study shows that price is a more important factor than customer service for most people. That may change in the future, but that is the way it currently is.

Granted, there is a set of the population that values customer service more, and in our case, we choose to go after that segment rather than the price shoppers. But believing we can sell to anyone with that model is burying our head in the sand.

If you do decide to focus on customer service, remember that it is a hard thing to quantify–if the best you can come up with to describe your company is something like “outstanding customer service,” you do not really have a differentiating factor (USP).

]]> By: Alex http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-36253 Alex Thu, 08 Nov 2007 20:59:20 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-36253 I think both factors shouldn't be overlooked. Not sure if selling online product would qualify me as an e-tailer (as conversation here centers on traditional products) but one of the most common comments I get from my customers is that level of customer service I provide is beyond their expectations, even though I only provide level of support I would want for myself. Not sure if this speaks good for me or bad for my competition but many of my customers purchased after reading other people's comments and not solely based on price ... Alex I think both factors shouldn’t be overlooked. Not sure if selling online product would qualify me as an e-tailer (as conversation here centers on traditional products) but one of the most common comments I get from my customers is that level of customer service I provide is beyond their expectations, even though I only provide level of support I would want for myself.

Not sure if this speaks good for me or bad for my competition but many of my customers purchased after reading other people’s comments and not solely based on price …

Alex

]]> By: Brian Chappell http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html/comment-page-1#comment-36252 Brian Chappell Thu, 08 Nov 2007 20:48:01 +0000 http://www.marketingpilgrim.com/2007/11/customer-service-is-an-important-component-of-e-commerce.html#comment-36252 Greg you state its an important component. I would almost say it is THE most important factor in todays world. Especially in competitive markets. If your site has crappy customer service, that kind of a rep can spread like wildfire, thus hurting your bottom line. Greg you state its an important component. I would almost say it is THE most important factor in todays world. Especially in competitive markets. If your site has crappy customer service, that kind of a rep can spread like wildfire, thus hurting your bottom line.

]]>