Comments on: Improving The Customer Experience

By: Dream House

Dream House — Sat, 17 Oct 2009 00:38:58 +0000

just walking around. i found many interesting articles here. thanks a lot. { CTRL+D }

By: Lynn Terry

Lynn Terry — Sat, 10 Oct 2009 04:26:28 +0000

This is true Franck, and I’ve experienced that myself because I am a super affiliate. I’ll often offer follow-up training or ongoing communities. Especially in cases where it helps with retention rate or repeat purchases.

By: Franck Silvestre

Franck Silvestre — Thu, 08 Oct 2009 11:03:44 +0000

Something worth mentioning is that even affiliates NEED to be pro-active in the post sales process.

As an affiliate, you’ll have to help people after the sales sometimes.

It’s strange, but many buyers will come to the affiliate for question instead of asking the merchant. Many of them trust the affiliate.

Food for thoughts…

Franck
the Body Guard marketer.

By: Web Content: Writing With Purpose | ClickNewz! Internet Marketing Blog

Web Content: Writing With Purpose | ClickNewz! Internet Marketing Blog — Mon, 05 Oct 2009 15:13:14 +0000

[...] week we talked about Improving the Customer Experience. I used the example of going out to dinner, and all of the elements that make up that experience – [...]

By: financial charts

financial charts — Thu, 01 Oct 2009 18:47:19 +0000

hi..Ron!i like your sense of describing.in my opinion:-I am trying to figure out what an ultimate customer experience would be for a consumer-whether it’s just being satisfied with a product or literally the personality and overall character from the sales associate during the experience…Please give me feed back on what you think-or own stories of experiences with customer service. Thanks for sharing your thought!

By: Lynn Terry

Lynn Terry — Wed, 30 Sep 2009 15:15:32 +0000

Thank you Ron. I enjoyed your thoughts on the topic, and look forward to getting to know you!

By: Ron

Ron — Tue, 29 Sep 2009 15:03:40 +0000

My first time on your site after hearing you on the MasonWorld podcast and this post seemed relevant to something I was thinking about. Specifically the idea of marketing continuing after the sale.

I was thinking as I began scripting pre and post sales content was how few info marketers put as much thought into being persuasive in post sales content as they do in presales content. We are very focused presales on motivating in addition to informing. We know that just giving a prospect information does not get them to act and buy.

But once they get our products, most of which are intended to be educational, do we keep trying to motivate them to act on what we are teaching? Instead we just switch to giving the them the information they need and don’t try to motivate them to act on it. Maybe a reason so few people use the products they buy.

And do we track and metric action after the sale like we do before? Wouldn’t it be interesting if IM info marketers were publishing the “conversion” rate of people who bought the product and then went out and used it.

I’ve subscribed to your RSS feed and look forward to hearing more from you Lynn.

By: uri - pay per performance marketing

uri - pay per performance marketing — Tue, 29 Sep 2009 14:52:15 +0000

I think at the end of the day business owners truly believe that they will lose more readers, followers or potential business by sending communication to these people. This cannot be further from the truth…

Our motto: if you are going to buy buy.. if you are not going to buy bye bye.. that is a bit harsh.. but makes our customers money..

By: Lynn Terry

Lynn Terry — Tue, 29 Sep 2009 14:28:36 +0000

I believe that was the same point Alex was making above. The term ‘manipulate’ meaning (in his context) to accurately guide them through the features and the offer so that they know exactly what to expect when they place an order.

Affiliates do well to fill this gap, by providing additional information and insight on the product and the merchant. Often they answer questions not addressed in sales copy or on the merchant’s website, which can be really helpful.

By: Randy Cantrell

Randy Cantrell — Tue, 29 Sep 2009 14:19:06 +0000

I respectfully disagree with Alex on a good strategy involving manipulation of the customer’s expectation. One, manipulation is precisely what IS happening too much of the time. Manipulators (marketers) have only themselves in mind when they coerce or use other manipulation tactics. Marketers who persuade and influence are higher value than those who manipulate. Two, the customer usually sets their own expectation based on the explicit and implied promises of the marketer. Then, when the customer is disappointed and refunds, the marketer whines loudly. In many cases, it’s their own fault for setting an expectation they never intended to make good (there’s a price for being hypey). Then, there are the high integrity marketers who plod along, building their business one customer at a time for long-term success. It may take longer to do it the right way, but customer loyalty runs deeper and I’d argue the lifetime profits (and having a rewarding life) are well worthwhile.

By: Angela Megasko

Angela Megasko — Tue, 29 Sep 2009 14:16:54 +0000

All really great points about managing customer expectations and expereiences. We’ve observed that the most successful firms are the ones that monitor the gap between the two with tools such as customer surveys and mystery shopping. When employed in businesses, these tools can help you focus on the areas of your business that need attention based on a widening gap between what the customer expects and what you are delivering.

Angela Megasko, Pres.
Market Viewpoint, LLC

By: Lynn Terry

Lynn Terry — Tue, 29 Sep 2009 13:59:05 +0000

Of course it is – and not only honesty, but thorough detail that doesn’t leave room for risky assumptions.

By: Alex Lim

Alex Lim — Tue, 29 Sep 2009 11:44:39 +0000

Since customer experience is directly related to customer’s expectation, then I think it’s a good strategy to manipulate the what the customer should expect. I mean, you should not exaggerate the features and expected results of whatever product you have. Say what they should really know in accordance of the expected results. Customers always want value over their purchases. I guess honesty is still is the best policy.

By: Lynn Terry

Lynn Terry — Tue, 29 Sep 2009 09:09:22 +0000

I agree, Randy. Ironically the technology is cheaper and easier to use than ever, yet we see less and less follow-up and customer appreciation.

Like you, I have purchased a lot of products online over the years. Many merchants I would have happily bought from over and over, I never heard from again. Not on that particular topic at least.

The continuous unrelated offers create a huge disconnect, a high unsubscribe rate, and a low success rate. This is a disservice on both ends because happy productive customers continue to buy product…

By: Carl Coddington

Carl Coddington — Tue, 29 Sep 2009 02:17:45 +0000

Tried and True. The name of the game is Upsell. It’s always easier to sell to customers who already bought from you.