Better customer service
Posted: Mon Dec 23, 2024 10:11 am
We have now decided to focus solely on the 71cm wide massage tables again. In this way we make the choice for our customers, because we have noticed that this is the best size for them. Of course we will lose some customers this way, but for the majority of our customers we do not give unnecessary choice stress. This works out well for our conversion and return percentage!
The same applies to, for example, the email leads colours of fitted sheets that we offer. If it is not immediately clear online what the difference is between two different colours, we again create unnecessary choice stress for our customers.
Sneakers on asphalt
If the range within a category is just large enough to clearly show the differences between products, it is also easier for (new) customer service employees to gain product knowledge and advise customers.
Also read: Maximum growth? Make sure your business remains scalable
For example, we noticed that a larger range of massage tables led to more confusion among (starting) customer service employees. It was not always clear in which cases we recommended which massage table. Also, the differences became smaller and smaller. If I am completely honest, I think that these small things would not make a difference for the customer in the end. By focusing on a small range of massage tables where the differences between the models are large, it is easier for a new employee to gain product knowledge. And to give advice to new customers.
The same applies to, for example, the email leads colours of fitted sheets that we offer. If it is not immediately clear online what the difference is between two different colours, we again create unnecessary choice stress for our customers.
Sneakers on asphalt
If the range within a category is just large enough to clearly show the differences between products, it is also easier for (new) customer service employees to gain product knowledge and advise customers.
Also read: Maximum growth? Make sure your business remains scalable
For example, we noticed that a larger range of massage tables led to more confusion among (starting) customer service employees. It was not always clear in which cases we recommended which massage table. Also, the differences became smaller and smaller. If I am completely honest, I think that these small things would not make a difference for the customer in the end. By focusing on a small range of massage tables where the differences between the models are large, it is easier for a new employee to gain product knowledge. And to give advice to new customers.