Archive for the ‘e-commerce’ Category

Great video/commercial from RevZilla.com — can your store top it?

September 24, 2010

The guys over at RevZilla.com just put together this video/commercial and I’ve gotta say it’s pretty fantastic. I don’t see a lot of local marketing programming done by my locals dealers — not their fault, I just DVR most of the TV I watch. While I can’t very well endorse the part where the rider pull off the main road like that to blast through the forest (are those approved trails?) I can certainly say it speaks to something we’ve probably all felt like doing — whether it was over a median, up an embankment to an off-ramp or over the tops of the cars in front of us.

That said, this is pretty well done piece of advertising for the e-commerce site that we wrote about in our print mag back in June. Read it here and here. Enjoy.

Ask Your Customers This One Question

May 10, 2010

A Simple Way To Measure Customer Satisfaction

Joe Delmont

If you’re like most other business owners, you have fewer customers today than you did two or three years ago. It’s not your fault, that’s just the way it is. The question now is, How well are you serving those fewer customers, when each one is more important than ever?

That brings us to today’s topic: Customer satisfaction surveys. These surveys are great and can provide plenty of valuable information for owners and managers, whether you’re running a bricks and mortar operation, an e-commerce business or an operation that does business in both spots. There are a number of experienced and competent research firms to chose from if you want to develop a full-blown customer satisfaction program. But what if you just want a snapshot; what if that’s all you can afford today?

Here’s my suggestion: Pick up a copy of the “Ultimate Question: Driving Good Profits and True Growth, a book written by Fred Reichheld and published by Harvard Business School Press. Then, consider asking your customers, The Ultimate Question. The approach, developed by Reichheld, is a relatively quick, easy and inexpensive way to find out what your customers are saying about your company, your products and your service. The approach is not perfect, but it could give you a useful snapshot of the way customers think—and talk— about your operation.

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Online Retailers Getting Better at Service — How About You?

April 1, 2010

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.