Profile picture
Nicholas de Wolff @usdew
, 7 tweets, 4 min read Read on Twitter
Holiday shopping tip for retailers: If you're going to offer live customer support, know that it will always set the standard for your brand value. #Fail to communicate clearly, or provide resolution with integrity, and you lose not only the customer but their influence network.
Whatever complaints we may have about @amazon, their customer support is generally excellent, and so their customers stick with them. Features offered tend to work, and problems are resolved with the minimum possible fuss. Sadly, other brands, attempting to compete, fall short.
While @amazon is presently having a tough time breaking into bricks and mortar grocery sales (@WholeFoods), I anticipate they will eventually crack that nut. @Walmart started poorly with its online presence, but has been learning from its mistakes, and improving well.
A number of online prepared food brands are struggling: @HelloFresh @blueapron @plated @SunBasketMeals @munchery @get_chefd et al, for the aforementioned reasons, and look to delivery companies such as @Instacart to fall apart soon, unless they get their act in gear.
For a new player to effectively compete with established retail brands, disruptive business models and VC funding are not enough. In fact, that could be part of the problem.
To secure a foothold in the marketplace, you need:
1. consistency
2. quality (of product and/or service)
3. reliability
4. professional humility
5. sustainability
6. transversal commitment to your value proposition, whether it is disruptive, differentiating, or duplicative.
Believe it or not, customers want a fair transaction. Fair to them, and fair to you, the seller. All the coupons, discounts, and specials in the world won't make up for poor customer service, or failure to deliver on the brand promise.
Missing some Tweet in this thread?
You can try to force a refresh.

Like this thread? Get email updates or save it to PDF!

Subscribe to Nicholas de Wolff
Profile picture

Get real-time email alerts when new unrolls are available from this author!

This content may be removed anytime!

Twitter may remove this content at anytime, convert it as a PDF, save and print for later use!

Try unrolling a thread yourself!

how to unroll video

1) Follow Thread Reader App on Twitter so you can easily mention us!

2) Go to a Twitter thread (series of Tweets by the same owner) and mention us with a keyword "unroll" @threadreaderapp unroll

You can practice here first or read more on our help page!

Did Thread Reader help you today?

Support us! We are indie developers!

This site is made by just three indie developers on a laptop doing marketing, support and development! Read more about the story.

Become a Premium Member and get exclusive features!

Premium member ($30.00/year)

Too expensive? Make a small donation by buying us coffee ($5) or help with server cost ($10)

Donate via Paypal Become our Patreon

Thank you for your support!