Few web businesses nail the customer experience. So, when you find one, cherish it, and learn from it.
I recall when I set up my own web business back in 2000, I created a range of virtual customer service reps who responded to all email inquiries within 24 hours (turns out you really look like you’re alone in your basement when you reply right away!). None-the-less, it was the obvious thing to do. Yet, fast forward 14 years, and it’s still the rare occurrence. Oh sure, we get hammered for ratings and reviews. But, where’s the tlc we as shoppers deserve. And frankly, it’s absent in bricks and mortar as well (more on that later).
So, what about Harry’s. They’re just peddling razors, blades and shave cream. Sounds simple enough. They have no shelf presence, so going after Gillette with e-commerce only is quite the feat. And yet, after making my first purchase, I don’t know why I wouldn’t stick with them until I grow a beard.
Their attention to detail through the order process is second to none. Confirmation email, shipping confirmation, delivery confirmation – it’s all there, simple and clear.
I received a personal email when I inquired about an item that seemed to just run out of stock. What? Same-day reply.
I received a get-a-friend incentive, after using the product for 2 weeks or so. Wow, they even have their timing down.
And, best of all, Katie sent me a note asking if she could be of further assistance. Jeepers, I didn’t buy a car or a house. I just bought a razor and some blades.
If you want to see how it’s done, go ahead, make your day, and shop Harry’s.com. Even if you don’t use the product, you’ll get a humbling lesson on how to do e-commerce. Well worth the $20 investment.
You’ll be shocked at the pricing, and then wonder how they can afford the service they provide. Every email is probably automated, and maybe there really is no Katie.
But even so, kudos to Harry’s for figuring out how to deliver at every turn. Oh yea – great packaging, excellent pricing, and a really terrific shave!
connecting.the.dots. one at a time | JIH | Enjoy!