Yesterday, while randomly reading blogs, I came across this post and read it with a heavy heart.
Being a WebStore owner myself, I totally agree that a customer's feedback is very important. With feedback, positive or negative, only can we improve our Store.
It is true that the technicalities of a WebStore is of no concern to a customer. What a customer needs is a seamless online shopping experience. To me, communication through e-mail is sufficient. It is not necessary to follow up with a telephone call. Otherwise, why buy online? Might as well walk into a retail store.
The online store that Kean Jin made an order with should have just removed their payment option that doesn't work across the board. What is important to a Seller is the ease of payment for their customers. Then only can we begin to process their order.
Once we have a dissatisfied customer who writes a negative post like this, it is very detrimental to the company. We must always bear in mind the power of the internet. Even if later this matter has been resolved and this post is deleted, it will still be cached by the various search engines.
The thing is, a bad experience can affect someone's mindset and an affected customer may look at online shopping wearily, and hence it will affect other online businesses as well, especially the less established ones. It is most unfortunate.
Being a WebStore owner myself, I totally agree that a customer's feedback is very important. With feedback, positive or negative, only can we improve our Store.
It is true that the technicalities of a WebStore is of no concern to a customer. What a customer needs is a seamless online shopping experience. To me, communication through e-mail is sufficient. It is not necessary to follow up with a telephone call. Otherwise, why buy online? Might as well walk into a retail store.
The online store that Kean Jin made an order with should have just removed their payment option that doesn't work across the board. What is important to a Seller is the ease of payment for their customers. Then only can we begin to process their order.
Once we have a dissatisfied customer who writes a negative post like this, it is very detrimental to the company. We must always bear in mind the power of the internet. Even if later this matter has been resolved and this post is deleted, it will still be cached by the various search engines.
The thing is, a bad experience can affect someone's mindset and an affected customer may look at online shopping wearily, and hence it will affect other online businesses as well, especially the less established ones. It is most unfortunate.
1 comments:
It's weird. I couldn't publish a comment left by Kean Jin 30 minutes ago, so I'll quote it here:
"Hi, Cyberpartygal.
Thanks for highlighted my post in your blog. I really thankful you look at this matter seriously.
This is not the first time I have problem with Malaysian online shopping service. The Blooming.com also gave me really bad service. I have blogged about it also. They don't feel sorry at all but excuses and 101 reasons given.
I really doubt these people understand what internet is?
Thanks."
Hello Kean Jin,
Thanks for your comment.
I also read about your experience buying a gift for Valentine's Day.
In that case, I think it's appropriate to allow more time for payment to clear as one never knows what delay could happen and so the order also cannot be processed.
I hope that if you make your next purchase through a Malaysian online store, you will have a smoother transaction.
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