The boss of AO.com, the appliances online delivery site, says he sends a hand-signed letter to every customer that posts a message on Facebook.
Founder and chief executive John Roberts told Retail Week that he spends 40 minutes a day signing letters, adding, ‘I file it under ‘high class problems'. If I have hundreds of thousands of customers to thank that's a pretty cool problem.'
He adds ‘As a culture, as a business, we’re fanatical about service. We obssess about every single one we get wrong.'
The company also launches a full investigation into every complaint. He’s confident about his own online reviews but scathing about those who can’t cope.
‘You can due diligence any business in a heartbeat by looking at the reviews online,’ he says.’People view buying the category as a pain in the arse but when they taste our service, they think ‘that was amazing. I’ll get a new fridge freezer as well'.’
The company also told the magazine that it was in ‘phase two’ of a six-stage roll-out of new product categories over the next six months that include small appliances from coffee machines to toasters.
For more on AO.com, see our Online Retail Stars of 2013 Report: AO.com.
No comments:
Post a Comment