Re: UKNM: lastminute.com does delight its customers!...

[Nabil Shabka]

I must say I agree with Robin, Brent and a few of the other postings.  I think

it was good of Brent to step into the fray, although I actually missed the

original posting.  The fact of the matter is, as we all know, every company in

the world has customers/clients who are happy and ones who aren't.  Sometimes

it's the company's fault, sometimes  it's a 'customer from hell', sometimes

it's a bad saleperson, sometimes it's just bad luck or timing.


When the company in question is an Internet company, it becomes a 'big' story.

Why can't they do this or that better.........?  Why focus on the shortcomings

of ecommerce, let's find the solutions. Let's face it, good or bad service,

it's growing like mad.  I, like I'm sure most people on this list, are working

our asses off and doing the absolute best we can to deal with growth at an

unprecedented pace in a market that changes on an almost hourly basis.  Does

anyone really believe that Boo (for example) set out to generate the response

generated on this list, of course not.  Each of us thinks we have it right.

The trick is to learn from mistakes, not repeat them.  This list should

facilitate this.


Let's learn from our mistakes.  As we are an industry focused group, shouldn't

we be supporting each other rather than looking for opportunities to point out

somebody else's shortcomings or gafs?  We should offer constructive critism and

try to assist others on this list in correcting perceived shortcomings, always

bearing in mind of course that different customers actually have differing

views on what's 'good' or 'bad', just as we do.  Besides, as they say 'what

goes round, comes round'.


My 2 pence worth....


Nabil





Robin Edwards wrote:


 > Thanks to Brent for offering the other side of the story, and offering to

 > be "lynched by email" to avoid providing ammunition to the many journalists

 > on this list.

 >

 > In summary from the many posts on this, or related subjects:

 >

 > * Most of us have horror stories of dreadful customer service from *most*

 > of the big e-tailers.

 >

 > * Most e-tailers have lots of examples of happy customers.

 >

 > * E-tailers still have a long way to go to make people happy, and shouldn't

 > hold up good examples as a way of ignoring the issue.

 >

 > * Likewise the press shouldn't jump on the bad examples to say that company

 > x is crap and should be closed down forthwith.

 >

 > Further discussions should focus on useful things like what company x is

 > actually doing to deliver on the promises made in the marketing message, to

 > try to keep UKNM roughly on the subject of marketing :o)

 >

 > And whilst I am in dream mode, any chance that this year people can offer

 > to "take it outside" a little bit earlier?

 >

 > Robin

 >

 > --

 > Robin Edwards

 > Clockworx Design Limited

 > T: +44 1543 252370           F: +44 1543 420761

 >

E: robinclockworx [dot] co [dot] uk W: http://www.clockworx.co.uk/

 >

 > On Thursday, January 06, 2000 10:03 PM, Brent  Hoberman

 >

[SMTP:brentLastminute [dot] com] wrote:

 >

 >  >

 >  > With ref to specific individuals who have particular issues with

 >  > lastminute.com -

 >

> I encourage you to respond to me directly! brentlastminute [dot] com

 >  >

 >  > I think the forum should be used to talk about more general business

 > issues

 >  > that are of interest to everyone!

 >  >

 >  > thanks

 >  >

 >  > brent


--

Nabil Shabka

Founder & CEO

BiblioTech

50 Carnwath Road

London, SW6 3EG


Tel: 44-20-7384 6980

Fax: 44-20-7384 6981


http://www.bibliotech.net

http://www.schoolmaster.net

http://www.postmaster.co.uk



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