Should your E-Commerce store offer a WOW service experience to grow like Zappos?

Michiel Gaasterland
Jan 28, 2015 Michiel Gaasterland

 

At ROBIN we are 100% dedicated to offer our customers amazing support. It’s what we live for. It’s our vision, passion and strategy all rolled up in one. But hey, we’re a customer service software company. Our customers would expect nothing less than amazing support.

The shining customer service example in E-Commerce is Zappos. Their #1 core value is to deliver ‘WOW’ through service and they have build a multi-million dollar business out of it. It’s often advocated on marketing blogs that your E-Commerce store should also aspire to deliver ‘WOW’ through service to attain customer service nirvana - like Zappos did.

But is that the right advice? Should that be your customer service goal? Let’s take a closer look at 'customer delight’ and ask: is it marketing spin or a valid growth strategy?

Three Damn Good Reasons Why Happy Customers Are The Best Marketing Investment Ever

Michiel Gaasterland
Nov 5, 2013 Michiel Gaasterland

Here at ROBIN HQ we always say ‘Great customer service is the best marketing’. For us, this isn’t just a slogan. It’s a way of life, a mission, a strategy … all rolled into one. And we’re executing it too. But before we tell you our story, let’s focus on you and your new e-commerce web store.

You’ve probably just spent a good deal of cash on designing and developing it, right? Your products are fully locked and loaded. Fulfilment is slick, payment systems too. And your bootstrapped launch has kickstarted great initial sales.

Our Adventures at Shopify HQ and the Three Secrets to their Success!

Patrick Speijers
Oct 24, 2013 Patrick Speijers


At ROBIN, we believe that you can’t build a sustainable business without building a personal relationship with both your customers and your business partners.

That’s why Michiel (ROBIN marketing duder) and I jumped on a plane from Amsterdam to spend some quality time with the folks at the Shopify mothership in Ottawa, Canada.

Our mission? To take our relationship with Shopify to the next level. And boy, was it a trip to remember. From attitude to energy, process to culture, we gained some serious insights into why they are the fastest growing e-commerce platform on the planet.

And that’s what I’d like to share with you in this post. But first ...

The Customer Service Defense Line: 7 Essential Tips To Prevent Complaints From Online Shoppers

Michiel Gaasterland
Oct 9, 2013 Michiel Gaasterland

Every web store owner knows that delivering great customer service creates happy customers who buy more. Also, happy customers create more customers through word of mouth. But unhappy customers can undo all your good work...

So, before you start wowing customers just yet, you need to first take care of your defense line. A defense line is of vital importance in football, military, water management and also... in customer service.

6 ways to improve your customer conversations!

Patrick Speijers
Apr 11, 2013 Patrick Speijers


Sometimes it's more about the conversation than it is about actual service. here's 6 tips to improve your customer conversations.

Remember when you used to go to your local grocery, and had a chat with the grocer about the weather? Or when you got a haircut, and spent your time talking to the hairdresser about the local football team? Chances are, that when you needed some more groceries (or a haircut), you wouldn’t even think about it – you would go right back to those places.

People enjoy feeling that they belong, and they’ll keep coming back to places they feel welcome at, and feel familiar with. What you were getting in those places wasn’t customer service per se – it was customer conversation. Actually talking to your customers and having a conversation with them does wonders and improves your relationship (and your sales) no end.

ROBIN says: Merry Christmas & Happy New Year

Koen Schipper
Dec 24, 2012 Koen Schipper

"Thank you and all our other users for your feedback & business. Together we are changing the customer service part of e-commerce."

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