Comments on: Not All Visitors Make Great Customers – Moving Beyond Conversion Rates, Part 2

By: Alexis Brion

Alexis Brion — Mon, 04 Jun 2012 10:12:23 +0000

Totally agree. This is happening in many companies, specially in the ones the marketing department is too focused on the number of leads and not in the actual quality of them.

By: Sveta

Sveta — Wed, 23 May 2012 15:37:24 +0000

I wonder about things you buy online such as clothes and shoes that you cannot try on unless you order them? Sometimes it’s not a customers fault because various retailers have different size charts. It’s easier to try on those things on brick and mortar stores, but those items are sometimes available online only. What can be done to ensure that things fit customers without trying them on first?

By: Kathy Sierra

Kathy Sierra — Wed, 23 May 2012 03:01:27 +0000

Dear almost everyone on the Internet,
Please read this (and the previous) post.

By: Roger Dooley

Roger Dooley — Tue, 22 May 2012 15:10:35 +0000

How true. In my paper catalog days, we tracked returns by customer, and sometimes dropped customers who ordered often but returned an unusual percentage of orders. We also occasionally found customers who were frequently problematic and consumed large amounts of time for our phone and supervisory staff. They were dropped from our mailings, which usually solved the problem without actively irritating the customer. That’s a bit harder with websites that the customer can always find.

When one of those customers did attempt to place an order, we solved the pushback problem by telling the customer, “Despite our best efforts, we find ourselves unable to meet your high standards of performance. Rather than continue to disappoint you, we suggest you try another vendor, *insert hated competitor*.” Almost always worked!

(My Twitter stream is littered with United comments as well. They have chose the “stony silence” approach to social engagement.)