Wednesday, August 14, 2013

Top Customer Service Tips For Online Retailers – Part II

…continuing on from last weeks’ post about Top Customer Service Tips for Online Retailers.

7.   Streamline the ordering process
The importance of a ‘streamlined’ website shouldn’t be underestimated. Slick processes should be a priority and visible to your customers as soon as they visit your website – before they even consider purchasing. If a site is confusing or difficult to navigate customers may not even proceed as far as placing an order. Thoroughly analyse how many clicks it takes customers to get to certain parts of your website – the less the better, says Alexandra Mills. “Make your site customer friendly – navigation should be seamless as customers turn off if they have to click around too much to find what they want.”

Friday, August 9, 2013

Top Customer Service Tips for Online Retailers – Part I

When was the last time you received great customer service?
Now I want you to think harder. When was the last time you received great customer
service, from an online retailer? What did they do to turn your experience from average to great?

I regularly purchase from an online skincare, haircare and beauty product retailer. They’re a family-run business and recognise my name each time I purchase. My box of goodies arrives promptly (a day or two after I order), everything is carefully wrapped in tissue and immaculately presented, plus there are always a couple of ‘freebies’ thrown in. Why would I pay for petrol and parking at my local shopping centre to schlep around a poorly-staffed department store with my one-year-old to buy the same products when I can easily purchase them from the comfort of my own home? Read more...

Friday, August 2, 2013

Challenges of an Online Retailer

This is the second post of a 4-part series about online retailing from guest blogger Courtney Symes. In this post, Courtney covers the top 3 challenges of retailing online based on direct research and interviews conducted with established online retailers. Read more...

Thursday, August 1, 2013

ACTease August 2013

A few weeks ago, I was fortunate enough to attend a Seekers concert. Having bought the tickets as a Christmas present for my mum, I have to confess my knowledge of The Seekers’ repertoire was limited to Georgy Girl and Morningtown Ride, but having being exposed to their cassettes on long car trips, I had a rough idea of what I was in for. Read more...
Paul Kelly and the Portraits, National Portrait Gallery, Canberra