In my last post I reviewed the things that make diminishes goodwill. In this blog I now review the areas that increase goodwill.
***Know the main things that people want to do on your site and make them obvious and easy
***Tell people what they want to know. Don’t hide shipping costs etc. A good example is http://www.dstore.com.au that advertises a flat $6.95 anywhere in Australia as a banner ad. A poor example is http://www.dymocks.com.au where you don’t know the postage until the end of the transaction.
***Save me steps whenever you can. Examples are a tracking number for the shipment order
***Make it easy to recover from errors. Assist customers so that they don’t make errors, but if they do then make it easy to fix them rather than having to restart.
***When in doubt apologise. You may have a clunky system and you can’t change it, let customers know that your system is far from perfect and apologise for it.