We're an online retail company – here's what we've learned
Posted in Decisions, customer service on Oct 22nd, 2007
On Variable Markup Michael Julson links to this excellent interview with Jeff Bezos on Harvard Business Review. Read it. Here’s what I learned.
“Every new employee, no matter how senior or junior, has to go spend time in our fulfillment centers within the first year of employment. Every two years they do two days of [...]
Posted in Decisions, customer service on Mar 21st, 2007
You’re going to ask at the end of this, why emails didn’t decrease by way more than phone calls were. A large percentage of our emails are spam and those weren’t influenced at all (are they over?).
We changed the reply-to on our order-confirmation/receipt email to an auto-responder, which refers people to the customer support page [...]
Posted in Decisions, customer service on Feb 18th, 2007
Our customer service department was very short staffed on Friday so I took the opportunity and took one out-sick individual’s job for the day.
I gained understanding twice.
1. I did her job when we were starting up (I also packed boxes – the CEO job is easier). I needed some reminders of our procedures, etc. on [...]
Posted in Decisions, customer service on Feb 3rd, 2007
Forget gaming the rankings, we can discuss that another time.
How do we improve customer satisfaction?
Our area of lowest rated performance according to bizrate is customer service and by an impressive percentage.
Ensuring customers get the correct product, on-time, the first time is the best way to raise that rating. People are happy with customer service [...]