| 11:51 pm on Jun 6, 2011 (gmt 0)|
Definitely not nice!
|The merchant's automated followup routines were undoubtedly set up with good intentions ... but the timing of this particular followup created negative feelings that won't be easy to overcome. |
It might be nice to bring this to the merchant's attention. It's doubtless that a scenario like this was ever presented to the coder.
You never know- the merchant may appreciate it enough to offer some sort of future discount. Or, if he doesn't care at all, then that pretty much cements a decision not to use him again.
| 12:25 pm on Jun 7, 2011 (gmt 0)|
When such things or similar occur, I always contact the company so that I know they are aware of what has happened, as sometimes companies have no idea what is going on, as LifeinAsia pointed out.
Once they know, their response will show me what they are about and I can then take a view about them.
| 2:39 pm on Jun 7, 2011 (gmt 0)|
Oooo that's poor awareness.
| 2:58 pm on Jun 7, 2011 (gmt 0)|
I did send a note to let the merchant know of the negative experience they had created. I'll post a followup if they respond.
I'll ask again: What kind of filtering or segmenting would prevent similar mishaps from happening to YOUR customers?
Are your email followup systems even capable of the fine-tuning that it would take?
| 8:03 pm on Jun 16, 2011 (gmt 0)|
I doubt many people have systems that would take this situation into account. It probably happens to almost every merchant and the ones who care tweak their systems and procedures to try and avoid it. But things like this are hard to predict when there is so much other stuff happening. And usually when something is discontinued, there is a sufficient replacement item that's either identical or very similar.
| 5:57 am on Jun 17, 2011 (gmt 0)|
|I'll ask again: What kind of filtering or segmenting would prevent similar mishaps from happening to YOUR customers? |
How about a two-week price guarantee? (assuming the testimonial request was sent out within two weeks). Something like:
If you come back to our site and see a lower price for your item within two weeks, we will refund the difference!
Hopefully, not only will that guarantee encourage people to buy more in the first place, but it will also encourage them to come back to your site more often on the off chance that they might see the item for less (and while they are at your site checking if the price dropped, maybe they will buy more stuff).
|Are your email followup systems even capable of the fine-tuning that it would take? |
Not even close. And even if they were, I doubt me or my trusty assistant would even be able to figure out how to activate such a feature.