Cofactors Blog

Archive for: E-commerce

Oh, Sheet!

Janine and I co-wrote an article for Smashing Magazine, in which we uncovered and analyzed the deceptively difficult process of buying bedsheets on three popular ecommerce sites. It just might send you walking over to your local department store in real life – out of exasperation! On real feet! Enjoy the article here.

Fresh Direct — Trying Hard

Our posts about Fresh Direct customer service (the first one positive, and the second one negative), continue to draw significant traffic and comments to CoFactors. Not necessarily all that relevant to our business, but at this point it feels almost like a public service; we’ve become an inadvertent customer service “hub” for Fresh Direct. Hey, […]

Real-Time Satisfaction

What every website needs: a real-time customer satisfaction index.

Another Good Save

More praise of the unsolicited, well-timed customer service apology.

Two Letters

Two examples (one good and one, well, not good) of customer communications.