Comments on: Should your customers be able to cancel online? https://effectivedatabase.com/should-your-customers-be-able-to-cancel-online/ Making data management a revenue generator Tue, 28 Apr 2020 19:42:45 +0000 hourly 1 By: Wes Trochlil https://effectivedatabase.com/should-your-customers-be-able-to-cancel-online/#comment-1196 Tue, 23 Aug 2011 00:09:14 +0000 http://effectivedatabase.com/?p=3618#comment-1196 >>>The major players in e-Commerce have set the standard…

This is dead-on, Amith. All of our members are customers/consumers first, which means their expectations are set by consumer sites. Unfair? Maybe, but it doesn’t matter to them.

]]>
By: Amith Nagarajan https://effectivedatabase.com/should-your-customers-be-able-to-cancel-online/#comment-1195 Mon, 22 Aug 2011 20:53:32 +0000 http://effectivedatabase.com/?p=3618#comment-1195 Wes,

I agree with the above comments. It is quite clear that making a cancellation (or a return of a product like a book) difficult doesn’t stop the member/customer from doing this but simply makes it less likely for them to do business with you in the future. If you think about one of the reasons that Amazon succeeds (and in the bricks and mortar world, places like Nordstrom’s) is that their return policy is so customer friendly. Members have clearly shown associations they want as much self-service as possible. This varies a bit based on the demographics of the member population in each association, but the trend is very strong. The major players in e-Commerce have set the standard and if an association doesn’t provide ease of use to their members, they are making a major mistake in my view.

Amith

]]>
By: Wes Trochlil https://effectivedatabase.com/should-your-customers-be-able-to-cancel-online/#comment-1194 Fri, 19 Aug 2011 13:44:53 +0000 http://effectivedatabase.com/?p=3618#comment-1194 Good thoughts, Deirdre. Thanks for commenting.

]]>
By: Deirdre Reid https://effectivedatabase.com/should-your-customers-be-able-to-cancel-online/#comment-1193 Fri, 19 Aug 2011 13:40:47 +0000 http://effectivedatabase.com/?p=3618#comment-1193 The answer is clear to me if the association is member-oriented: the member should be able to cancel online without jumping through hoops or waiting on hold to talk to someone. Do what’s best for the member. However, I like your ideas about making the fees very clear and giving the member an option to use that credit for an upcoming event instead. This gives the association an opportunity to provide compelling descriptions of those events and make a sale instead of losing one. I love it when an online transaction can read my mind by giving me options I hadn’t considered.

]]>
By: Wes Trochlil https://effectivedatabase.com/should-your-customers-be-able-to-cancel-online/#comment-1192 Thu, 18 Aug 2011 22:03:04 +0000 http://effectivedatabase.com/?p=3618#comment-1192 Hey Michelle, thanks for the comment. Yes, the “why canceling” field is a good idea.

]]>
By: Michelle Clemovich https://effectivedatabase.com/should-your-customers-be-able-to-cancel-online/#comment-1191 Thu, 18 Aug 2011 21:24:07 +0000 http://effectivedatabase.com/?p=3618#comment-1191 From an iMIS perspective I have my clients create a cancellation function for refund tracking. As I think about this more, you can usually cancel online orders (from Amazon, Lands End, etc.) For a period of time. So yes, I think it is a good idea. Think I’d want to included a “Why canceling” field.

]]>