People Buy from Real People ... Even Online

People Buy From Real people … Even Online

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Hello  -In addition to all of the sales and marketing articles, each week I read a LOT of technology articles too. Over the last year, the focus has shifted and it seems that every day I am seeing another article about the Internet of Things (IoT) and a “Rise of the Machines.” You would think that it was a foregone conclusion that we were all destined to be assimilated into the master Artificial Intelligence (AI) program or be eliminated “Terminator-style.” Sure, algorithms solve lots of problems. But there is a reason that two of the top ten shopping sites are eBay and Etsy – person-to-person exchanges. It’s simple. People like buying from real people. This simple truth is also why reviews, recommendations, and testimonials are so powerful. It’s why so many online retailers have seen customer loyalty and repeat sales spike after instituting free premiums (small candies, etc.) and hand-written notes included with their shipments. Nothing … NOTHING … beats the human touch. One of the coolest examples of this that we’ve ever seen comes from a small maker and seller of pedestals in Colorado. A member of my team ordered some pedestals and — in addition to all the normal confirmation and thank-you emails — there was a “free mounting kit” and a handful of candy in the box. So far so good, right? But these guys went the extra mile. A week before the shipment arrived, the company sent an email with a short video of the actual workers assembling the order and calling out their customer by name. Real people talking to real people about their order, showing the finished products, offering advice, and saying “thank you” for the order … face to face. What are the odds of this order being returned? Who do you think that the customer will recommend for pedestals if ever asked? Turns out, they do this with EVERY order. That’s a level of personal touch and commitment that pays them BIG dividends. You can see the video for yourself. Thanks for reading. Kind Regards,Oreo