What do you think is a best way to disappoint a customer? I’m sure you can come up with a big list, but right there at the top is promising something and not delivering. I arrived at the airport this morning nice and early because I knew they had free Wifi here, fired up my laptop … and no Wifi. It wasn’t all bad though, because when I tried 30 mins later the network was there, so it could well…
I came across a great post on Andrew Chen’s blog today that lists 25 reasons why customers stop using your product. The list originally came from the gaming community and Andrew has converted it to the online social media markets, but the points he outlines can apply to many other industries. Here are his reasons behing customer churn: First experience “I don’t get what this site is about” “This site is not for people like me” “The colors/design/icons look weird” “I already use…
A website can be a great shopfront for your organisation and every day, new companies join the foray of offering online goods for clamouring online customers. But an online store front needs to be robust, it needs to be designed to run 24×7 .. and it sets new expectations for your organisation to aspire to. The last few hours have been pretty eventful for the web delivery team down at Sainsbury’s for example. The online store “died” yesterday, and any…
I’m having a pretty frustrating time at the moment, with a service I used to be happy enough with in the past. Most of my websites are hosted with a hosting provider called ServerGrid. We’ve had a pretty good relationship over the last few years, no outages that stuck in my mind, no major complaints, I was pretty happy to recommend them to anyone who asked me for a hosting recommendation on a Windows service. All this changed a few…