Feeds:
Posts
Comments

Posts Tagged ‘L.L. Bean’

If a company is trying to sell a product or service, it makes sense that they would want the purchase process to be easy. I’m not talking about just having the right product at a fair price. I’m talking about ensuring that as customers check out, they don’t have any problems, aren’t asked too many questions and can seamlessly make the purchase.

This goes for both a bricks and mortar store or a Web retailer. There are many ways it can be made difficult. Take my experience last week in helping someone to buy a United Airlines ticket from Cincinnati to the Bay Area of California.

(more…)

Read Full Post »

The big things – like fulfilling a brand’s promise – is the main item that needs to be accomplished for a company to keep customers coming back. If a brand promises the customer a seamless experience, for example, and it doesn’t, then why should they come back?

But there’s also no doubt that little things can mean the difference between a customer coming back and one that will go to a competitor. Sometimes, its so small that your customers won’t realize its being done until it isn’t. Sometimes, it’s so basic and is just common sense, so customers don’t think about it. And often, these little things don’t cost money, or cost very little, yet provide the customer another reason to come back.

(more…)

Read Full Post »