Be careful that when you piece together your customer service scripts, they don't contradict each other. I recently used Turbotax to file my taxes. I signed up for the Audit Defense because I fell for their fear marketing. Everything was working smoothly until I was forced to pay twice before … [Read more...]
Why Customers Hate Convenience Fees for Credit Card Transactions
Convenience fees for accepting credit cards are evil. Almost as evil as rebates. One of the joys of running a business is having customers that pay you. They arrive with any number of payment forms. If you want to get paid, you have to juggle accepting different payment types with costs of doing … [Read more...]
Do you charge customers that don’t behave?
Do you charge your customers for being difficult to work with? Maybe you slap them with a convenience fee for using their credit card. Or perhaps you slap them with a late fee when they don't pay on time. However, do you ever charge them up front, at the point of sale for not behaving? I'd … [Read more...]
Customer Experience is in the Delivery
A critical part of the customer experience is the moment your customer receives their purchase. If this is a physical product shipped from your website, take a moment to think about the situation your customer is in when the package arrives. What will the customer be doing when it … [Read more...]
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