Making Customers Happy
Stefan Jørgensen CEO, itembase, Inc.
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1 Customer Behavior
Speakers
Happy Customer
Kitchenaid
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Happy Customer
Don’t sell, advise. • Listen and advise • Be honest • Hire the right people
The hard things • Scaling • Fullfilment • Hiring the right people
2 Personas
The eBay buyer • Price sensitive • Demanding • Loves the personal touch
The Profesional Lamp buyer • Silent • Uncomplicated • Reacts based on external factors
The Fashionista • Not price sensitive • Language • Geo-location
3 Structure Your Information
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Invite a friend • Information, text and language details • Remove obstacles • Combine information
Newsletters • It’s about the customer • It’s about the products • 60% Openrate, 6,5% CTR
Customer Service • Know the customer history • Use photo’s 30% Less complaints • Combine all channels
4 Give Customers Control
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Subscription Cancellation • Online instant subscription cancellation • Full customer control • 30% lower unsubscribe
Shipping Tracking • Status tracking • Address control • Timing options
Price Guarantee • People want to buy • Take away reasons to say no • Result tracking
5 Make it personal
San Francisco
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Your Brand Matters • Be authentic • Let customers have fun • Let customers interact with people
Community Building • Create incentives • Ask for help • Give people a meaning
- Summary
Old shop Remember when retailers knew their customers
Summary • Customer behavior • Personas • Structure your information • Give customers control • Make it personal
Thank You! Twitter: @stefbj Email: sj@itembase.biz
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