How does one tempt new customers and get them to spend money? How can one create a brand image for one’s business? It’s no wonder the most frequent topics in e-commerce blogs are Search Engine Optimisation, Search Engine Marketing, and Content Marketing. Three topics that every e-commerce entrepreneur wants to live and breathe. The pillars of e-commerce!
First things first: we like poodles, as long as their owners don’t resemble them too much.
What we don’t like, however, is the Padding Oracle On Downgraded Legacy Encryption (aka POODLE) leak that the guys at Google disclosed last week; a vulnerability in the design of SSL version 3.0 (SSLv3).
Some companies still don’t get it. When you hand over your social media password to an employee, you might as well be giving him or her a full-page ad in the New York Times, or a prime time TV advertising spot. “Here you are, go for it! Just put together whatever you feel like saying about our company whenever you feel like it.”
Would your business operate differently if you knew you risked an enormous fine for failing to fully resolve customer complaints? Does the thought of having to include a link to consumer protection laws make you a little nervous? Do you even know what the consumer protection laws are for the area in which you do business?
Did you see him? Isn’t he cute? Don’t you think KLM, the Dutch national airline, is just amazing at customer service? Chances are that Sherlock, the most adorable member of KLM’s Lost & Found Service, appeared in your Twitter feed or Facebook timeline more than once. He certainly did on mine. And I was just as enchanted by the promotional film as you probably were.
This week’s news has been full of stories about San Francisco-based pizzeria Botto Bistro and its quest to become the worst-rated SF bistro on Yelp, the massively popular consumer ratings site. At first glance it sounds like a nutty idea – who on earth would want their business to get bad reviews?
Think of your website as your hotel lobby: it’s your meeting place for new and potential guests. Any service associated with your site should be 5-star too. Aim to ‘wow’ your guests before they’ve even begun their stay!
Low-cost airline Ryanair has made a supreme effort over the past twelve months to improve its customer service. So this was the brand we checked out first when the independent UK consumer watchdog Which? released the latest edition of its respected customer service survey, in which respondents rate 100 major brands against each other (regardless of what they sell).
In the past few days all of Google’s many eyes have been on Germany. Not only did the German court request that Google reveal its top-secret algorithm, but it ruled that Google must now, by law, provide a way for German users to contact the company via email. Ignoring customer emails by coolly sending autoreply messages doesn’t count as adequate customer service.
About two weeks ago, an Amazon customer made a silly little joke about the customer service representative who’d accepted his chat request. The rep happened to be called Thor, and the customer just had to ask if he could play the part of Odin, Thor’s father in Norse mythology (and in the cult Marvel comic book series – and the 2011 movie). The transcript of the resulting chat went viral – all thanks to the rep’s sense of humour and the way he responded to the customer.