I admit it. I am a demanding consumer. But, aren't we all? We want everything better, faster, easier, and more personalized than ever before. We want to feel like we're important to the companies we do business with. But why is it that despite every marketing milestone and breakthrough many web experiences often fail to meet our expectations?

Blame company structure or budget or legacy systems or leadership or the weather. But the more you excuse it, the worse it gets.

I've made a career out of studying, advocating for, and creating customer experiences and sharing them with clients, in columns, speeches, a book, and now this blog.

So, forget the excuses. Here you'll find a consumer perspective on what works, what doesn't, who's getting it right, and who's still in the dark.

Straight-forward. Unfiltered. Customer fanaticism.




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April 29, 2008

Wal-Mart Responds Well to Honest Feedback

The truth can hurt. Or, as in the case with Wal-Mart, maybe it can help too. In response to a deeply disappointed consumer's one-star review of 1/2 carat diamond stud earrings, Wal-Mart responded. Literally Wal-Mart responded to the review apologizing "if you felt the description of the product was inaccurate," and also responded by updating the images of the earrings to "clearly show the color of the diamonds".

So I may not buy diamond earrings from Wal-Mart (or anyone else actually--I'm not really a diamond girl), but I will buy that Wal-Mart has good intentions with the latest launch of this new site feature.

April 29, 2008 in Retail | Permalink | Bookmark

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