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Monday, July 24, 2017

How to Win Back Lost Customers ?

For those who have been reading my blog , might know the delivery blundered of my online purchase during Mamonde official launch at famous online marketplace 11Street.my. If you miss the whole story please read it at this link to get to know the whole picture.

For those who are in online business and soon to be online business owner , please read on. 
Do you know that exceptional customer service will drives the best online businesses ? 



As business owner the right attitude are important :

  • Stay Humble
  • Listen to your customers
  • Train you staff well in handling the real situation

Here are ideas on how you could win back lost customers ? 


1. Find out why they left


Customer won't leave you without any reason. First you need to decide whether you want to win back this customer. Second , you need to find out why they leave you. Third , make sure this customer are leaving happy and will continue to return.

2. Listen and Empathize


If customer complaint on your service, don't just stick to your script reading responding to such inquiries. You need to hire a Human to handle this situation who can relate to customer problem and best if he / she can relate back to customer problem. Customer service who understand the whole situation and give them the solution.

3. Apologize


Don't just say sorry and then blame it to someone else.This is irresponsible!

4. Time, Cost and Quality


Time , Cost and Quality is the key to right packaging which ensure products reach to customer in one piece and mint condition.

5. Go beyond expectation


Seller who 'Wow' the customer and get lots of praise for fast delivery and keep customer informed and generous in giving away freebies on top of item bought , will always earn extra point. 


This Mamonde Basic Skin Set had found the owner. Glad my dreams to gift my friend with Mamonde item comes true finally.

In my case with Mamonde Online store, I received a personal handwritten postcard from them on top of replacement form items I bought from them earlier. 11Street.my sincerely added in some freebies like Daniel Wellington Bracelet and a voucher as token of apology to my long ordeal nightmare shopping experience with them. Thank you from bottom of my heart!

I have rejected number of times for all these. However, they have shown their sincerity for a redemption to win me back. I really glad they are showing some sense on improvement to their service. Will I shop at Mamonde Online again ? YES! I will.Why would I minus out 11Street.my for my online shopping spree? I just give it a 'cool off' time and I will be back soon.

15 comments:

  1. Great tips and wow.. awesome apology fron 11th street.. kudos to them

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  2. Nice courtesy from them, even gave you DW bracelet.
    Glad that they made this move to win you back.

    xx
    Puiyeesss

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  3. Wow! 11street really goes out of their way to make sure dissatisfied customers are satisfied again. Haven't bought anything from them before but now I'm tempted to try! Way to go 11street!

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  4. Great tips and I like it, I always believe in apologizing despite the customer accepts or not.

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  5. Glad everything sorts out. So we will expect to hear your future haul from this shop soon!

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  6. Great post, dear! Glad all's good now. xoxo

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  7. Agreed with you. Once you didn't win back the customer, you'll lost part of your business.

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  8. Thumb up to 11 Street team. They have done a good job.

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  9. Those are all important tips!! Great to be reminded.

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  10. Thanks for the tips! They have show their sincerity in their service.

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  11. Thanks for sharing such great tips for us!!!!!Glad to hear eyerything sorts out

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  12. This is a sincere gesture by Mamonde and I am glad it at least soothe your angst from the poor experience. Lovely products Mamonde has and worth supporting.

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  13. Great tips and awesome service from the online shopping portals. Sincere gestures always help. Nice write up.

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  14. You are so right! Glad to see their sincerity and the effort they made to win you back. :)

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  15. Great sharing, I think many company should learn about this too.

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