(Food-Beverage-News.Com, June 24, 2016 ) San Francisco, California -- For e-commerce businesses, great customer service should not be on a reaction basis to issues when they occur. Conversely, they should take a proactive approach. Lush Items realised that by emailing each customer once their order has been shipped, they could solve most problems before they escalated, enabling the customer to feel confident about their choice of product. In fact, they actively encourage customers to engage. In the case of the Marvellissimo Coffee Dripper, the email gives more detailed tips about how to prepare the perfect brew, and also useful cleaning instructions. It also encourages the customer to get in touch if they are not entirely happy with their purchase for any reason at all.
A prerequisite of online retailing is that customer service must be at the forefront, and it must be built into the overall purchase. A potential customer relies completely on clear product images, detailed description and reviews, in addition to customer service guarantees to make their final decision to buy. Some customers also look at the feedback regarding the reliability and reputation of the online seller, but this is usually for more expensive items, and not those in the impulse-buy price category. An online retailer must therefore be proactive in the way they present their customer service, transforming an online purchase into a risk free purchase. This is a crucial way to compensate customers for not being able to see and touch a product before buying.
Due to the extra effort made, online customer service is often far better than in actual retail stores. For instance, the Amazon platform is designed to allow maximum dialogue between customers and sellers. This provides a lot of extra information in response to questions from potential customers, which can be answered either by the seller or by previous customers who have already purchased the same product.
No business likes to receive poor product reviews. But in the rare circumstances when this does happen, Lush Items views this as a great opportunity to demonstrate their world class customer service, by immediately offering a replacement or a ‘no questions asked' refund. This can often transform a negative experience for a customer into a truly positive one.
Lush Items lifestyle product - the Marvellissimo Coffee Dripper - is a pour over filter cone, made from kitchen grade (18-8) stainless steel, best suited to brewing a large single serve cup of coffee. It is competitively priced at $17.99 on Amazon for a limited time, and has a 100% money back guarantee.
Julie Stevens (Lush Items Sales Director) said, "We are always interested to hear what our customers have to say about our Marvellissimo product and also about our customer service in general. It helps us to improve all the time.".
About Lush Items
Lush Items was founded in 2014 by Julie Stevens, and sells a range of stylish, well designed and life enhancing products. The Marvellissimo Coffee Dripper is its most popular lifestyle product, which comes with full refund guarantee.
