Making Customers Happy Stefan Jrgensen CEO, itembase, Inc. Viking - - PowerPoint PPT Presentation

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Making Customers Happy Stefan Jrgensen CEO, itembase, Inc. Viking - - PowerPoint PPT Presentation

Nov 25, 2022 50 likes •401 views

Making Customers Happy Stefan Jrgensen CEO, itembase, Inc. Viking picture 1 Customer Behavior Speakers Happy Customer Kitchenaid Speaker in living room Happy Customer Dont sell, advise. Listen and advise Be honest Hire the

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Making Customers Happy

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Stefan Jørgensen

CEO, itembase, Inc.

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Viking picture

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Customer Behavior

1

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Speakers

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Happy Customer

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Kitchenaid

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Speaker in living room

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Happy Customer

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Don’t sell, advise.

  • Listen and advise
  • Be honest
  • Hire the right people
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The hard things

  • Scaling
  • Fullfilment
  • Hiring the right people
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Personas

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The eBay buyer

  • Price sensitive
  • Demanding
  • Loves the personal touch
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The Profesional Lamp buyer

  • Silent
  • Uncomplicated
  • Reacts based on external factors
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The Fashionista

  • Not price sensitive
  • Language
  • Geo-location
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Structure Your Information

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Spain picture

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Invite a friend

  • Information, text and language details
  • Remove obstacles
  • Combine information
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Newsletters

  • It’s about the customer
  • It’s about the products
  • 60% Openrate, 6,5% CTR
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Customer Service

  • Know the customer history
  • Use photo’s
  • Combine all channels

 30% Less complaints

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Give Customers Control

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Berlin picture

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Archive picture

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Subscription Cancellation

  • Online instant subscription cancellation
  • Full customer control
  • 30% lower unsubscribe
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Shipping Tracking

  • Status tracking
  • Address control
  • Timing options
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Price Guarantee

  • People want to buy
  • Take away reasons to say no
  • Result tracking
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Make it personal

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San Francisco

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Viking on stage picture

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Your Brand Matters

  • Be authentic
  • Let customers have fun
  • Let customers interact with people
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Community Building

  • Create incentives
  • Ask for help
  • Give people a meaning
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Summary

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Old shop

Remember when retailers knew their customers

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Summary

  • Customer behavior
  • Personas
  • Structure your information
  • Give customers control
  • Make it personal
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Thank You!

Twitter: @stefbj Email: sj@itembase.biz