Coming up next month, shop.org (a division of the National Retail Federation) is holding its annual Summit in Las Vegas. Since the organization has lined up an impressive group of speakers, I thought we (that’s you and me here at Retail Strategies) would peruse through the list and see what we can learn.
I started with Peter Cobb, who is co-founder and senior vice president at eBags Inc. Hmmm, I thought, what the heck is eBags? I clicked, I saw and I was impressed. Here is what I learned. First of all, for all you retailers trying to improve your Web sites, eBags won Site of the Year last year at the Multichannel Merchant Awards luncheon in Chicago. I must say that I, too, am impressed with the site. It’s a good site from which to “borrow” ideas.
One of the things I really like about it is that it is customer friendly. For example, at the bottom of every page is a place for customers to comment if they want to. Here is exactly what you’ll find on each page, along with a box for writing comments.
eBags Wants to Hear From You!
Are there additional Brands or Products that you would like to see on eBags? Is there other information that we can include on our site to make your shopping experience better? We are listening!
Also at the bottom of each page is the following:
Contact Customer Care
If you have a customer service issue that requires immediate attention, please email us or call us toll free at 800-820-6126.
This is a nice change from sites where the customer has to work to find out how to get help.
And there’s more, such as a customer rewards program where, with every order, customers receive points toward a future purchase.
Finally, the company claims to be the “world’s leading online provider of fashion and functional luggage.” After spending a few minutes on the site, I’ve got to say that I believe the claim. Good stuff and a lot of it.