ネクストソリューションズ　代表取締役　久保 和之　社長ブログ

March 13, 2008 12:22 AM | Category: BUSINESS, CUSTOMER, DIARY

Next Solutions is one of the few companies that support system troubles, information leakage 24/7, and technical trouble immediately.

However, we still cannot support customer requests such as "the shoes I bought do no fit."

But we try to be the company that can answer "we will get back to you tomorrow regarding your question", and never says "we have no one who can support you at this moment."

For E-commerce operation, there are lots of methods and techniques such as point system, grading management, up-sell, cross-sell, and recommendation that require lots of time and investment. However, just returning a call is one of a difficult service to provide.
Not posting phone number on Web site is beside the question.

Customers do not except point systems, information about other products, but just one great product, customer friendly support, and sense of reassurance.

Do not misunderstand that spending lots of money to get members, issue points for customer retention is not what is desired for E-commerce.

Customers are looking for a great, better product, and thery are not silly to impound by companies. They may like the company's' product, but that does not mean that they like the company.

At least, in the Internet business and E-commerce operation, we should not try to think about customer retention.

"Customer retention" that lots of consultants or marketing analysts say the most important, is just their ego.

[PR]

Urbanoutfitters is doing great!
Let's Carry out our original intention.

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