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"extremely knowledgable phone (or online chat) staff, without the I'm-rad-and-you're-not 'tude that is so easy for shop monkeys everywhere to pick up."
What?? Don't you know that's how i sell so much stuff here at said job!
Come on now...
No, but really, this is all great stuff to know, we need these ideas here to make this an even better place!
Keep 'em coming.
What everyone else said.....most important out of all that to me is the sizing issues. A comparison chart, or some sort of searchable database would really rule. Esp for boots/clothing.
Price is always a concern, however features like said above, and very good, informed customer service really goes a long way in my book.
Don't forget about the actual website. Make it easy to navigate and good separation of categories. ie Extremo fat pow skis, mid fat, all mtn, pipe/park, everything else.
And what they all said
I like actual testimonials, ie. the way backcountrystore and amazon have user reviews or whatever they call them. Any company will tell you that their product is super rad and the best thing out there, but all that really means is that they have good marketing. Though reviews can sometimes suck, the average person can read 5 reviews and figure out which one is BS, and which four are sound.
There's a reason LL Bean is still in business.
Customer Service, no hassles, open return policy, free return shipping. Some of it might not be applicable to some of your products, but much of that style of customer service is.
Also, post pictures of the company's internet geekos slathered in baby oil, adorned in jockstraps, slaying dirt jumps on a Yeti.
What if you send a follow-up email asking people who have purchased products to post a review in exchange for a coupon (5% off next purchase?). Then you can build up a pretty good set of reviews from people who actually own the products (maybe put an icon next to the review to show that the reviewer actually purchased this product). This gets rid of all those lame reviews from teenagers who don't actually own Seth Pistols but still make posts like, "SETH PISTOLS ARE THE BOMB, YO!!!!!111!!!"Quote:
Originally Posted by Darkside
um, backcountry.com already encourages you to add reviews of their products after you buy. can't remember if they give you additional discounts for doing it or not, but they are somewhat average on timing of in between emails - they don't do it too often (like Overstock.com does,) but they may not do it often enough either. I think it's been a few months since I last heard from backcountry in the Newsletter/Special email department. but I could be wrong too. I get a lot of email.Quote:
Originally Posted by AntiSoCalSkier
A product database that I can drill down through by selecting product attributes. For example, I'm looking for gloves. When I select gloves, all the gloves appear. I want gloves that have wind resistant/proof construction. When I select that attribute, all the other gloves disappear, leaving me with the wind resistant/proof gloves.
I think the biggest differentiator besides product selection is fast and timely order processing and shipping along with top notch customer service.
There is a website called newegg.com that sells computer parts and while their prices are great sometimes they not the absolute lowest. However, their customer service and order processing gets ordered parts out the door in one day and arriving at your destination in no more than 2 business days.
In my opinion, it is always worth the extra few dollars to get what you want quickly and for a reasonable price.
Apply those processes to an online ski shop and I think you have a winner. You can build a great reputation among buyers that will spread the good word to others.
Avoid giving reviews on equipment that are lame attempts at being cutesy or 'funny'. You are wasting space that could be used to give more technical information.
Below are 4 examples of how not to do a ski review (from the ski press world). Certainly some relevant information is supplied but spare me the sawdust filler.
Volkl Karma
Yes, this Völkl’s got good karma. Its moon is full; its stars aligned. The ski keeps all that’s bad at bay by being exceptionally stable. Your horoscope says: strap on an extra PFD if you’re heading for deep powder — the Karma needs better float. But rest peacefully among the planets knowing that on the groomed, the Karma is liquid smooth. Plus, it can plow through crud,
can hold an edge on ice and steeps, and as a carver, it’s out of this world.
Rossi B3
The B in B3 must be for beautiful ... or bodacious ...or baad because this ski was a B-B-BIG hit. Like the Bandit it is, this Rossignol awed the guys and stole the gals’ hearts. Where should we start? It’s easy-turning.Versatile. Tuned for all terrains in all conditions. Grip is great. Float is phenomenal.
Footing is secure. High-speed ride is comfortable and stable. There’s no risk when you take off with this bandito.
Solly AK Rocket
Salomon’s AK Rocket Swallow Tail comes preloaded with incredible stability and flotation. Testers, mostly men, were in shock at how incredibly fast, buoyant and sure-footed this ski rides on the B.I.G. mountain. Lighter weights — mostly women — agreed it’s fast and stable, but also beastly to initiate and not so forgiving. Think: just the ski for your dream Heli day or
your next trip to Alaska.
Zag Freeride Gold 93
Another ski from our innovative and eccentric French designer, Stéphane ‘ZAG’ Radiguet. This offering sports a generous sidecut and a soft, soft shovel — construction that makes it ski differently from any other board in this grouping. Testers raved at how easy it is to initiate a turn on this ski, as well as how it wants to turn, and turn, and turn. Plus, it’s an absolute dream in powder. It’s an odd duck — the ski won’t suit everyone. But it
deserves your attention if you have a light touch — if you’re a finessed rider.
i like lots of reviews (factory, real people and otherwise). but please avoid the general overdone statements that you see on every stiff ski like "not for the faint of heart". real reviews that have solid info. even if it is from a staff member that has used the equipment. real reviews help make decisions.
free shipping--most buyers can do the math and figure out when their getting screwed. companies get cheaper shipping than regular people. we know that. so don't drop the price by $5 and jack us on the shipping.
i've had very good experiences with black diamond and skiershop.com. both have earned some trust from me, but bd more so. take care of the customer and in turn, they will take care of you. return business and word of mouth is the name of the game. the old saying is that 1 satisfied customer may tell 1 freind, but a dissatisfied customer may tell 10 other potential customers. it's true. do some sociological experiments. piss a few people off and find out for yourself.
price, which has been mentioned, is key to online business. i won't buy it if it's not a good deal. there are plenty more online stores with better prices than the usual front page google suspects. i do like the new outlet however.
a lot of good stuff has been said in the thread already. most of which online ski peddlers are trying. perfecting it is the problem.