As you may have noticed if you’ve read previous posts, I have assumed a role as one of the presenters of our How-To videos. Now this isn’t a natural progression for me, it had not been part of my plan to go all Dave Benson Phillips. In fact, just two months ago, I’d have described myself as a camera shy fellow who’d never dream of doing anything like that. However after some gentle, coaxing assurances from co-workers I decided to give it a crack. Why not I thought, hopefully these videos will give people more confidence to fit spare parts themselves – they seem to have responded positively to Helen, Matt and the gang’s work.
Showing posts from: eSpares Updates
I love customer reviews. Being a bit thrifty myself, it makes me feel particularly good when a customer says that we helped save them money. Here are my two favourite money saving reviews from the last week.
Do retailers and businesses belong on Twitter? Our answer is yes; particularly if they want to offer superior customer service and accessibility. If, as a business, you are looking to represent your brand via Twitter we would recommend that you write a letter of intent for your customers. If you’d like an example of what we’re talking about here’s our Twitter Manifesto.Read more
You’ve probably noticed that we’re big on the idea that fixing an appliance with spares can save you a lot of money. In the last 24 hours we’ve received some fantastic customer reviews that reaffirm our view that the equation “fixing it yourself = saving money” is 100% true. Here are our favourite money saving reviews from the last 24 hours.
I would hazard to bet that the majority of people who shop online don’t give a second thought to the experience except for when things go wrong. One of the many secrets to being a successful online retailer is to continually test the usability of your website with members of the public. Fundamentally, as an online retailer, what you want to test is that people who are unfamiliar with your brand have confidence buying from it. In order to achieve this your website has to run smoothly and look great.
We hold our hands up and say that carrying cleaning tools that are considered ‘generic’ or ‘universal’ has been a real struggle for us. We carry them for our customers who own vacuums where the genuine tools just aren’t made any more. On our landing pages we do our best to explain within the product description what you need to do to ensure that the tools will fit. Regardless we still encounter a higher than desirable return rate on these items with the reason being that the tool didn’t fit the cleaner.
As a retailer one of our business objectives is to increase customer satisfaction by ensuring that you get the right product every time. In the world of spare parts we acknowledge that it can be a bit confusing to find the correct part the first time around.
Since launching our product reviews functionality in November 2008 we’ve had 22,951 reviews left on our website. Every day it’s my job to read all the new reviews on our site to see what our customers are saying about us. We’ve learnt a lot from our customers through the reviews they leave; they’ve told us what we can be doing better and which help videos we should shoot next. We’ve made changes to our business based on the feedback we’ve gotten, it’s been truly invaluable.