Hi, I’m Scott Sanfilippo, and I’m addicted to Internet shopping. If I were in a room full of eBiz Insider readers, I’m sure several of you would be yelling,” Hi Scott!” As e-commerce store owners, we should all make great e-commerce shoppers. After all, it’s what we do. But we should also be even better “secret shoppers” as we spy on our competition — and ourselves.I’ve peered into the neighbor’s yard many times. I ordered from my competitors to see how long it took the purchase to go from the Internet to the UPS truck, what type of inserts or samples were put in with my order, the condition of the box and its contents upon arrival and what e-mail communications I received along the way. I placed phone orders to see if the customer service representatives were able to answer specific product questions and to see how a customer was treated pre- and post-sale.
Is it sneaky? Well, I did it with my companies and it was all to the same end. I want any information that will help my people serve my customers better.
Providing your customers with quality service is crucial and the rewards can be substantial. This month’s issue of eBiz Insider examines little things that many don’t even regard as customer service. 360 degree product photos to give your customers the full monty; Blogs and SEM tricks to boost rankings and click-throughs, coupons to save your customers money and living, breathing reps to make them happy. It’s all service and it should all be part of your business.
The Bigger You Get
Speaking of service, I’m writing this column fresh off a client-oriented event called the Solid Cactus Boot Camp. We hold these meetings for clients four times a year at different locations. Our most recent boot camp was on the “Disney Wonder” ship from “Disney Cruise Line.” 50 clients and staffers spent 4 days in the Bahamas attending seminars and bonding on and off the ship. We planned this event solely to improve communications between our clients and our people. Oh, plus it was FUN!
