Tag: ecommerce

What Can Bed Bath & Beyond Learn from the Demise of Staples?

What Can Bed Bath & Beyond Learn from the Demise of Staples?

Bed Bath & Beyond is struggling. The stock is down over 40 percent in the past 12 months.  The company is investing to boost their online presence but the strategy has only produced mixed results. Competition from third party sellers like Amazon has been fierce. What can Bed Bath & Beyond or any company that …Continue Reading

Do you let your customers self-select their Live Chat representative?

Do you let your customers self-select their Live Chat representative?

I knew companies were offering consumers an option to self-select their representative for live chat. But I learned a great more about the benefits at a conference put on by Liveperson in 2013. Now I am an advocate for consumer choice. It makes so much sense. One of the speakers at the conference was Jill …Continue Reading

Should E-Commerce Sites Open Physical Stores?

Filed in Blog, Customer Service by on December 9, 2014 0 Comments
Should E-Commerce Sites Open Physical Stores?

The answer is yes, if you are Warby Parker and have a developed a successful online business model. I read The Wall Street Journal and The New York Times Business Section everyday; both papers have excellent articles.  Front page of the Journal a few weeks ago was a story by Douglas MacMillan focused on Warby …Continue Reading

Selling Beauty Products: The Customer Experience in Reverse

Filed in Blog, Customer Service by on October 30, 2014 0 Comments
Selling Beauty Products: The Customer Experience in Reverse

In the lucrative cosmetics business, it has been documented that many customers first go online to look for products and then travel to the store to find real experts.  Nancy Hastings, Vice President for Sales & Education for Tom Ford Beauty, said the company sells double the items per transaction at the beauty counter as …Continue Reading

The Do’s And Don’t of E-commerce

Filed in Blog, Personalizing Service by on May 13, 2014 0 Comments
The Do’s And Don’t of E-commerce

Shopping on-line is great, convenient and fun. Every company has an online marketplace these days and some are much better than others. I thought it would be helpful to list my do’s and don’t for any business that sells on the Internet. Don’t… Force me to enter my e-mail address before viewing your site. It’s …Continue Reading