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Went Hot: July 18, 2007 - 2:23 pm
Posted By: vanessafox 719 days ago
Topic Type: News Story (Jump to http://www.vanessafoxnude.com)
Category: Usability
(Finally! I have written a post about something other than my cats! I thought I should commemorate the occasion by submitting to Sphinn.)
4 Comments
Comments
I can't stand it when I visit a store's website and they don't list hours of operation! Grrr! What are they thinking? And how much does this or that service cost (ignoring some competitive issues for some)? If I need an oil change and you don't tell me when you're open or how much it will cost - I'm going to your competitor.
Great points. Businesses need to forget about the medium and focus on the problem-solution delivery.
Make a list of everything that people expect or ask for in your brick & mortar, and then figure out how to deliver that online.
- location and how to get to the location
- hours
- what you have
- how much it costs
- what about returning it
- tips on using
- how to determine which _____ to buy
- which accessories (add on sale!!) work best with the ____ that you are looking to buy
I'm happy to say I incorporated all of these things on our retail site already (even though some were a battle to get completed). If we only sold cat toys, we might get you as a shopper!
Nonetheless, this post made me mighty smiley tonight!
Great article, Vanessa. I shop a lot online, 1) because I live in the middle of nowhere (we have a target, a crappy mall w/ a bookstore and 4 shoe stores and......that's it) and 2) because my children are insane and I dont take them in public unless I have to!
Not only is it important to deliver information via your website - PLEASE extend the same customer service you give in-store customers to your online customers. I get so frustrated when I send an email w/ a product question, get an auto-responder that promises a response within 24 hours - never to be contacted again. At that point I must try another tack and call the store. Frequently the person answering the phone is about 17 and cannot form complete sentences or give me an answer to my question. Just because I'm not standing in front of you doesn't mean I don't want to spend money.