| "You don’t have to have the absolute lowest price." Full report available to members only | This report takes a look at how Cameraworld.com reinforces outstanding customer service and leverages its traditional catalog operations. The report concludes with eight recommendations on improving customer service from ConsultERN. Walt Mulvey (Chief Operating Officer) and Alessandro Mina (President/CEO) of Cameraworld.com are very clear on differentiating their company by underlining the level of customer service they provide. “It’s the most important aspect [of eRetailing]. You could get by with a site that ranks about a six out of ten if you’ve got a great customer service staff,” says Mulvey.
When you buy a camera online in the US, you might easily end up ordering an imported camera that has no valid US warranty! It’s a risk many buyers are unaware of. Cameraworld.com doesn’t claim to be the cheapest on the web, (although they do have very competitive prices), but they offer excellent customer service and quality brand name products. They are banking on this as the recipe to building long term success.
Mulvey & Mina also believe in making it easy for customers to talk to them, “you’ll see our 1800 number all over our site, [not like] these pure eCommerce companies, like an Amazon, where you can’t find the 1800 number. You’ve got to be able to communicate with customers. We got over 31,000 phone calls last month based on the phone number that is dedicated to our web site,” suggests Mulvey. “It is the biggest fallacy in eCommerce that you can get by without actually talking with customers.".................... Become a member of eRetailNews and read the full story, click here. |
