Good morning, Marketer, and do you ever just feel like a customer who wants to be delighted?
I prefer flipping the BOPIS model on big-ticket items. I like to consult a knowledgeable person in-store and inspect the merchandise, then have it delivered. In June, I closed the sale on a sofa at a major retailer and waited intently at my new place for it to arrive. I was warned that there were supply-chain issues for this model (they couldn’t sell me the exact sofa in the store), and the delivery might take until August.
Now, I’ve been updated and the delivery is pushed back to October. They’ve been honest at every step without needlessly getting up my hopes. I can cancel the order at any time if I find something better I like. As of now, I’m delighted with the price, and delighted with filling out the rest of my space with other new smaller things that came, more or less, on time.
Transparency and updates go a long way in customer experience, provided that a service rep can access order information and updated customer data rapidly. That’s MarTech in action.
Chris Wood,
Editors