I wanted to return a Christmas present that I bought from a third-party seller on Amazon. It was the usual bad story: They wouldn’t respond to my emails, then it took weeks to get a return authorization, then they wanted me to pay $25 postage for the return and a $28 restocking fee. So I […]
Make it insanely easy to work with you
January 31, 2011
When I’m selling my book, I can list it for sale on Amazon in less than 15 seconds. I can fulfill an order (pack, postage, ship) in less than 60 seconds. All because Amazon has the easiest, fastest, simplest selling support system ever. And I’m happy to pay them a sizeable commission because they make […]
Where’s the sharing?
December 14, 2010
I mentioned a good book to a friend. I looked it up on my iPhone with the Amazon app. He wants to buy it. I want to send it to him. But there’s no “share this” button. How many sales have been lost?
Getting personal
December 11, 2010
I like my Kindle a lot. But the screensavers make me nuts. When I’m at a business event, flashing a creepy picture of Emily Dickinson on my high-tech device just doesn’t do it for me. I can’t imagine the average college kid wants to show off 100-years-dead authors. In a world of increasingly personalized products, […]
A little help will reduce worry and increase sales
October 13, 2010
Do you have policies that force you to say “no” to customers? It’s awkward and it makes the customer grouchy — even when you have a reasonable reason to do it. Turn it around with a simple explanation. Sharing why you do what you do turns the moment from a negative confrontation to building a […]
Give them a deal they didn’t even ask for
September 15, 2010
Surprise email I got from Amazon: Greetings from Amazon.com. You saved $1.62 with Amazon.com’s Pre-order Price Guarantee! The price of the item(s) decreased after you ordered them, and we gave you the lowest price. The following title(s) decreased in price: Zero History Price on order date: $16.17 Price charged at shipping: $16.17 Lowest price before […]
Make your customers look fantastic
April 26, 2010
See’s Candies has this amazing online thank-you card maker built into their web site. You can customize the card, add your own photos, and make it look truly personal. It’s $4, but that’s what Amazon charges for generic wrapping paper. My readers know that lame thank-you notes with a mail-order gift are a big pet […]
Newsletter #773: The “Break the Rules” Issue
March 11, 2010
[Welcome back to the Damn, I Wish I Thought of That Email Newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Sometimes a great way to refresh your business and earn some buzz is by shaking things up and […]
Show a little trust
December 27, 2009
When you exchange a defective product at Amazon, they send you the replacement before you’ve even sent back the old one. Usually it ships the same day and the send it express. They trust you. You’ll be more likely to buy again, knowing they won’t give you a hassle. Most merchants make you wait until […]
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