Gene Alvarez
Ok, I have been swamped with client inquiries, research and the upcoming Internet Retailer Conference (Come to my session if you are there it will be quite interesting. http://www.internetretailer.com/IRCE2009/session_detail.asp?sess_id=76 ). Anyway, I was up late last night planning my much-needed vacation and being a web person I used an online booking service that I have used in the past. Well, I booked a room that according to the information on the website would fit my family and me. Well when I received the conformation email, something in the email did not look right about the type of room reserved. For that reason, I called an agent, the agent confirmed that I had booked a smaller type of room that would not accommodate my family, and she pointed out some other items that were not offered at the resort. Well after speaking with her, I spent $10 more to book my stay but the agent canceled my web order and reserved me the proper accommodations at different resort in the same location for the same time. Consequently, for $10 more I avoided walking into the wrong room type and accommodations all because the agent had better information than the web site. Ever wonder if your site has the same problem?
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Category: Web and CRM Tags: CRM, Customer Centric Web Strategies, e-commerce, eCRM, Website, webstore
