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by princeofwands
2688 days ago
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We had a policy of "we only want satisfied customers". Being very forthcoming and easy-going with a return policy makes support super easy. When people complained, we pro-actively offered to reimburse them (sometimes they would even decline). This resulted in three things: It got rid of the cheapskates/difficult customers early on. It combatted negative reviews. It pleasantly surprised a few customers enough for them to put in free word of mouth or add positive reviews, sometimes adding up to 20 new customers. (The default is for customers to have to jump through hoops, excellent support can knock them off balance). We started out with the guarantee and used it prominently in our marketing copy, so I don't have numbers on conversion rate improvement. |
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