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Official Sales Alert thread - Page 2824

post #42346 of 51547


Japanese SFers should check this out!!
post #42347 of 51547
Only if you take a short term view and ignore the benefits of building customer loyalty!

I spend a lot of money during the Mr Porter sales, but because they offer a pretty good customer experience it keeps me coming back and buying stuff over the rest of the year.

I also own several pairs of Loake shoes almost entirely on the basis of a great bit of customer service with my first pair - they hooked me in!
post #42348 of 51547
most internet shoppers don't care about loyalty. they care about the lowest price.
post #42349 of 51547
True, but most of the clothes I look at tend to be the same price on every site, so something else has to influence who gets the sale
post #42350 of 51547
Thread Starter 
Quote:
Originally Posted by MGCP View Post

Only if you take a short term view and ignore the benefits of building customer loyalty!

I spend a lot of money during the Mr Porter sales, but because they offer a pretty good customer experience it keeps me coming back and buying stuff over the rest of the year.

I also own several pairs of Loake shoes almost entirely on the basis of a great bit of customer service with my first pair - they hooked me in!
Quote:
Originally Posted by nahneun View Post

most internet shoppers don't care about loyalty. they care about the lowest price.

 

So, not really true.  If you are interested, take a look at this brief by Bain:

(http://www.bain.com/Images/Value_online_customer_loyalty_you_capture.pdf)

 

In apparel, however, beating competitors on price wasn't even in the top five criteria in terms of
influencing choice, and placed only fourth in influencing repeat sales. In addition, although
over 95 percent of customers we surveyed say they comparison shop, most are actually comparing offline and online prices. 

 

This may not be true for every segment, but it seems to be true generall, and is certainly true for me.  I am a huge repeat customer of Zappos, for example, even though their prices are usually straight up retail, because of the speed and ease of fulfillment (I need shoes tomorrow?  I'll got order them right now), the ease of returns (essentially seamless - and it takes away any barrier re. sizing, etc...) and because it's super easy to use.  

post #42351 of 51547
Thread Starter 
Quote:
Originally Posted by MGCP View Post

Only if you take a short term view and ignore the benefits of building customer loyalty!

I spend a lot of money during the Mr Porter sales, but because they offer a pretty good customer experience it keeps me coming back and buying stuff over the rest of the year.

I also own several pairs of Loake shoes almost entirely on the basis of a great bit of customer service with my first pair - they hooked me in!

MrPorter also has an amazing email marketing program.  

post #42352 of 51547
I think they are very good at styling the clothes as well. I often browse just to look at pics for ideas and inspiration. The same clothes can often look far less appealing on another site.

I do get frustrated with them not appearing to restock very often though (although if something is out of stock they will always try to get hold of it for you).
post #42353 of 51547
tickle me surprised
post #42354 of 51547
Quote:
Originally Posted by LA Guy View Post

So, not really true.  If you are interested, take a look at this brief by Bain:
(http://www.bain.com/Images/Value_online_customer_loyalty_you_capture.pdf)

I think you're both right? It's like the Pareto principle, most shoppers don't care about loyalty but the minority that do generate the most value?
post #42355 of 51547

15% off all order over $200

http://www.revivemi.com

idk when it ends

post #42356 of 51547
There are two kinds of shoppers. The rich guy, who doesn't care about price, so he'll shop where the experience is best. But for the great majority of people who post here, I don't think that applies. So if you're NOT shopping around based on price (assuming stores aren't providing a negative experience) it's because the consumer is dumb. It's not a conscious decision imo. If people shop around, they are going to pick the cheapest option. It's nothing more than slight deception to hold a customer hostage to your store, making him think it's his best option
post #42357 of 51547
Thread Starter 
Quote:
Originally Posted by VitaTimH View Post

I think you're both right? It's like the Pareto principle, most shoppers don't care about loyalty but the minority that do generate the most value?

It's not quite that simple.  First of all, as a matter of language, shoppers don't care about loyalty, or at least, they would hardly ever use that term.  However, they exhibit loyal behavior.  It could just as easily be called "habits of behavior".  For example, I sometimes get coffee at a coffee shop near my place.  I do not get the coffee from thee because it's awesome.  I get it because it is okay, but it's close.  I prefer coffee that is a 15 minute drive away, but I'll be bullocks to go out of my way to get that coffee.  So, I would not call myself "loyal" to X coffee shop, and nevertheless, I exhibit loyal behavior.

 

Retailers. brands of all sorts, those care about gaining and retaining, loyalty.  Some of them are explicit loyalty programs, getting you to sign up for and click through regularly on emails, etc...  Some are very platform geared.  There is a reason that everyone and their mom offers 20% off or whatever if you download their app.  Once you have downloaded an app, whether you feel loyal or not, you are going to receive direct push notifications.  On the PC based site, a bookmark is a major high five! because it means that they have successfully colonized your computer.

 

You are right though, in that the most loyal customers generate the most value.  The trick is to balance the resources you are putting towards retention and the resources you are putting towards acquisition, assuming that you have limited resources (which, for example, I have.)

post #42358 of 51547
i would also assume that with these luxury brands and mens fashion in particular, the number of options is much smaller than people are perceiving. how many sites can you think of that carries your favorite brand, that you would actually buy from? and of those stores, which ones actually have the actual piece and sizing in stock?

I often find myself in the situation where there's a piece I want that only 3-4 stores have at a reasonable price. Of those few stores, if the price difference is marginal, I usually go for ones that I'm familiar with (usually due to good shipping, CS experiences). This is ESPECIALLY true for particular brands (each season, my Geller pieces tend to come from the same store, my Undercover pieces from another, etc). If you were to really think about it, you'd be surprised how much of a repeat customer you are to certain stores. They only have to beat out 3-4 other shops to gain your loyalty.
post #42359 of 51547
@LA Guy Sorry my language was imprecise, I meant that most shoppers don't exhibit loyal behavior but the ones that do generate the most value, etc.
post #42360 of 51547

$68 Gitman Bros. Vintage Shirts on MyHabit 

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