Marketing on the Internet

Customer Service – (Or Making Things Easy)

 

How to Drive Your Customers Away

 

 

Develop The Lousiest, Most Difficult to Use Website

 

(Examples) 

 

http://www.angelfire.com/super/badwebs/    

 

Official Internet Blacklist

 

Web Pages that Suck

 

Ellen’s Poison Pen

 

Microsoft-sucks.com

 

AOLsucks.com

 

 

 

 

 

Customers are Where the Money Is

 

“Because it’s less expensive to sell something to a current customer than to drum up a new one, spend your time and effort getting as close as possible to your current customers.”

                                                                                        Jim Sterne

 

The best route to customer retention is customer service.

 

 

 Providing Great Customer Service Online

 

Use Email for customer service

 

L.L. Bean

 

Frequently Asked Questions

 

FedEx

 

CarsDirect

 

Special Question Opportunity

 

Land’s End

 

Customer Service Information

 

Wal-Mart

 

Ebay

 

Land’s End

 

Cisco

 

L.L. Bean

 

Text Chat

 

1-800-Flowers.com

 

 

Online Voice

 

J.Crew

 

CarsDirect

 

Browser Sharing

 

Hipbone

 

ExpertCity

 

 

 

 

“The best way to achieve (personal, relevant attention) for your (customers) is to offer something free of charge, something relevant to their situation and customized to meet their needs.”

 

 

 Homework:

 

Re-examine 5 sites that you frequently visit.

How do each of these sites provide customer service to you?