Online Retailers Getting Better at Service — How About You?

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Does your dealership sell online? How’s your follow up? How are you helping your customers with the buying experience or are they just free to roam and stumble?

Thought we’d pass along this bit of info from Internet Retailer magazine.

According to E-tailing Group Inc., more online retailers have made their websites easier to shop and are responding promptly to consumer inquiries. The group’s 12th annual Mystery Shopping Study found that such top retailers/e-tailers as REI Co-op and Blue Nile responded to customer e-mails in less than 30 minutes.

The study also found that the organizations E-tailing Group 100 study group allows shoppers  to sort site search results by price, category and brand. Also, most of these businesses link to social networking sites.

Other interesting findings? About 60 percent of the businesses in the study group over guides, how-to content with audio and/or video on their websites. And a bit more than half offer video product demos on product pages.

Keep in mind that these are the websites/retailers training your customers on what to expect from their internet shopping experience. Just as Nordstroms, Banana Republic, the Apple store, and Best Buy are training them what to expect of brick & mortar retailers.

In other words, as time goes on and as new generations of people get into powersports — or when older enthusiasts return to riding — they are going to have an entirely different set of wants and needs from their retailing experience. What does this mean for your dealership? The best way to find out is to go out and shop the major retail stores in your area and take careful note of how you’re treated or mistreated. Steal, beg or borrow new ideas from those businesses who are competing with you for your customers’ expendable cash.

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One Response to “Online Retailers Getting Better at Service — How About You?”

  1. Eric Slagle Says:

    Online or in the store, customer service is the key to success.

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