I am an avid online buyer, especially late at night. One evening I was on a mission to find a certain brand of boots. I finally found them on Madisonlosangeles.com and ordered them. I wasn't familiar with this brand at the time but I figured if I ordered the wrong size, I could return them for the correct size.
They were delivered and darn, they were too large. So I went to Madison's site and had an online chat with their personal shopper. Unfortunately they sold out of my size but the experience was positive since they accepted the return and were pleasant about it. I still shop on their site (for sales of course) and receive email updates from them. If they hadn't been available via chat, I think the experience wouldn't have been as positive since a) I am in Manhattan and they are in L.A, and b) my cell always dies or cuts out.
The reason that I share my boot story with you is because of today's newsletter in eMarketer about live chat. You may also download the entire report conducted by BoldChat here.
I find chat extremely valuable and it adds to the customer experience. Chat is valuable to all industries, not just retail. In fact, I wish more industries such as travel and retail banking used chat.
Could you incorporate chat into your campaigns and customer communications?
About Me
- Stacy Dieter
- This is my personal blog where I share opinions and insights that are my own. I've been in the business development/marketing industry for 16 years. My passion is around strategic corporate partnerships. I've worked with clients such as eBay, IBM, HUGO BOSS, UBS, Microsoft, Kimberly-Clark, Pfizer, Alcoa, Deutsche Bank, Universal Pictures, Bobbi Brown, JC Penney, Nestle, Keurig and Sony. My goal is to bring innovation to corporate partnerships.
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