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

Making Customers Happy

Stefan Jørgensen CEO, itembase, Inc.

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1 Customer Behavior

Speakers

Happy Customer

Kitchenaid

Speaker in living room

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

Viking on stage picture

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