Entrepreneur Implements Extreme Customer Service Tactics
Loaning a pair of shoes to a client to see if they will fit – before she ever buys them. Referring
shoppers to other shoe stores so they can get exactly what they want. Hand-writing thank you
notes to every customer. Yes, it’s extreme but customer service reigns supreme at DC based
internet retailer SimplySoles.com and the owner claims it’s the only way to do business these
Washington, DC (Vocus) September 15, 2009 -- When Kassie Rempel started her catalog and online shoe
boutique SimplySoles in 2004, she knew that her clientele would expect more from their online shopping
experience since she was targeting an affluent crowd by selling designer women’s shoes such as Tory Burch and
Bettye Muller. Hence, she implemented several strategic customer service strategies that have been fine-tuned
through the years and have inspired extreme customer loyalty—a feat that has kept her business thriving despite
current economic conditions in the luxury retail marketplace.
SimplySoles Customer Service Strategies:
• Staff available via live chat, phone, Twitter, Facebook and email
• Gives recommendations upon request on product pairings, styling and sizing
• Each order is accompanied with a hand-written thank you note
• Loyal shoppers are sent shoes “on loan” to try on before purchase
• Free shipping on orders of $75 or more, free exchanges, free returns
• Kassie’s Closet demonstrates how items from SimplySoles can be styled with clothing and accessories from
3rd party web sites
“Even though SimplySoles is an online business, we are able to serve as a personal shopper for our customers.
People need to get the best value for their money and having personal feedback from a trusted resource allows the
customer to have more confidence with their buying decisions,” says Rempel.
Creating an intimate, inviting place to shop online is difficult – but personalizing each person’s experience has
remained paramount and continues to d