Comments on: A Quasi-Interview on Multichannel Experiences http://www.getelastic.com/a-quasi-interview-on-multichannel-experiences/ #1 Subscribed Ecommerce Blog Thu, 09 Feb 2012 02:57:16 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Nickhttp://www.getelastic.com/a-quasi-interview-on-multichannel-experiences/comment-page-1/#comment-18413 Nick Mon, 11 May 2009 01:00:41 +0000 http://www.getelastic.com/?p=2194#comment-18413 Great interview really useful Great interview really useful

]]> By: Grow revenues now: 6 steps to success. (Small Business E-commerce Link Digest - April 19, 2009)http://www.getelastic.com/a-quasi-interview-on-multichannel-experiences/comment-page-1/#comment-18411 Grow revenues now: 6 steps to success. (Small Business E-commerce Link Digest - April 19, 2009) Fri, 24 Apr 2009 11:50:01 +0000 http://www.getelastic.com/?p=2194#comment-18411 [...] Kevin Hillstrom’s process seriously and asks the almost heretical question, is e-commerce necessary for a retail brand? (See issue #9). I say the answer is a resounding “YES.” But, driving sales to your [...] [...] Kevin Hillstrom’s process seriously and asks the almost heretical question, is e-commerce necessary for a retail brand? (See issue #9). I say the answer is a resounding “YES.” But, driving sales to your [...]

]]> By: Nataliehttp://www.getelastic.com/a-quasi-interview-on-multichannel-experiences/comment-page-1/#comment-18409 Natalie Fri, 24 Apr 2009 07:28:23 +0000 http://www.getelastic.com/?p=2194#comment-18409 Issue #5 - Would be interesting to know whether reviews had a positive or negative effect on their sales and profit. Issue #5 – Would be interesting to know whether reviews had a positive or negative effect on their sales and profit.

]]> By: John Hydehttp://www.getelastic.com/a-quasi-interview-on-multichannel-experiences/comment-page-1/#comment-18407 John Hyde Wed, 22 Apr 2009 20:15:41 +0000 http://www.getelastic.com/?p=2194#comment-18407 #9 - It must take a lot of courage and honesty for a company to abandon its half-hearted online efforts and concentrate on a great bricks-and-mortar experience with well-trained staff and tidy shops. Of course the real leaders will be the firms with great shops, a great online presence, and the ability to work the 2 together to create a true multi-channel experience for their customers. One part of this will be a generous policy plus staff training to deal with the inevitable snags where people see different prices or find products are unavailable in the different channels. Deal with these issues using generosity and humility and you will get the customer onside: "I'm sorry sir, we don't sell that item in our stores. But if you come over to the kiosk with me, I will order it online for delivery to your home tomorrow. I think it qualifies for free delivery this week..." #9 – It must take a lot of courage and honesty for a company to abandon its half-hearted online efforts and concentrate on a great bricks-and-mortar experience with well-trained staff and tidy shops.

Of course the real leaders will be the firms with great shops, a great online presence, and the ability to work the 2 together to create a true multi-channel experience for their customers.

One part of this will be a generous policy plus staff training to deal with the inevitable snags where people see different prices or find products are unavailable in the different channels. Deal with these issues using generosity and humility and you will get the customer onside:

“I’m sorry sir, we don’t sell that item in our stores. But if you come over to the kiosk with me, I will order it online for delivery to your home tomorrow. I think it qualifies for free delivery this week…”

]]> By: Kevin Hillstromhttp://www.getelastic.com/a-quasi-interview-on-multichannel-experiences/comment-page-1/#comment-18405 Kevin Hillstrom Wed, 22 Apr 2009 17:30:12 +0000 http://www.getelastic.com/?p=2194#comment-18405 Nice interview! Nice interview!

]]> By: Chris Hopfhttp://www.getelastic.com/a-quasi-interview-on-multichannel-experiences/comment-page-1/#comment-18403 Chris Hopf Wed, 22 Apr 2009 13:34:42 +0000 http://www.getelastic.com/?p=2194#comment-18403 Many thanks for covering these key topics. Understanding your customers, and I mean really understanding your customers (not just how you think or want them to be) . . . is critical to the timing, level and sustainability of your success. Thanks again. Many thanks for covering these key topics. Understanding your customers, and I mean really understanding your customers (not just how you think or want them to be) . . . is critical to the timing, level and sustainability of your success. Thanks again.

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