With the “Baby Boomers” aging, the market is
shifting from DIY to “Do it for me” – and that trend will likely fuel the
future growth of Internet sales. To
capture these new consumers, web retailers must offer better service –
including a “full service” alternative to their bricks and mortar
competition. Fortunately the “Do it for
me” customer is less price sensitive than the DIY buyer, so margins will be
higher. To harvest this business, web
site need to aggressively promote service both to their existing customers (to
retain those seeking service), and externally to bring new customers to their
site.
We term the customers who have NBI measure and
install their window coverings “Do-It-For-Me” buyers, and they are less price
sensitive that the average DIY customer.
From customer surveys completed during the past 90 days, we know that
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They order an average of 6.4 window coverings
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They spend an average of $1,253 per order
Over 60% of NBI’s
customers would NOT have purchased online without a measure & install
service being available! And that percentage is increasing.
For the websites that request it, NBI asks all their
customers if they would like to receive promotional emails from the website and
over 50% say “yes”.
NBI installers are asked to use the NBI Measure
Form, which is customized for each website.
After a measure, the completed form is faxed to NBI, scanned, and an
image emailed to the website. That way,
your sales staff will know that the windows have been measured, and have the
measurements to discuss with the customer.
Your site can be live with the NBI Locator within
hours with no investment beyond a little HTML programming – and gain immediate
access to the full national network of installers and sophisticated Job
tracking software.
You spend marketing dollars getting consumers to visit your
web site. Our national measure and
install program will help keep them there:
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Disclaimers on internet retailer sites make it
clear that if a customer measures incorrectly, they own the product. This creates a concern for consumers, and
some will leave your site. Our
installers guarantee their measurements,
eliminating this customer concern.
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Because the measure guarantee is conditioned on clients
you introduce to us purchasing product only from your site, it rewards customer
loyalty.
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Currently, over 87% of all ZIP codes entered by customers are
covered by an NBI installer.
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Clients are very happy with the service provided by NBI
installers, rating them an average 94.8% on the customer survey.
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Our customers experience very few measuring or installation
problems.
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Instant gratification is the name of the game for on line
consumers. Your visitors receive the
contact details of a local installer within seconds.
Over 70% of NBI’s customers complete a simple online
Completion Survey, and the results are provided to our website clients via
online reports. Information gathered in
the survey includes:
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Where they purchased from, and the number items and cost of
the order
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How they rate the retailer (1 to 10)
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How they rate the NBI installer (1 to 10)
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Comments on the installer’s performance.
We offer the only service that:
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Can provide your
customers with a high quality comprehensive measure and install service from
initial contact, through measuring, installation, and customer survey.
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Manages a national
network of pre-screened professional window covering installers, who contract
directly with the customer, eliminating Nexus and the need for the web retailer
to charge sales tax on the service.
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Provides customers with
a unique “Job Page” to track and manage their project, and automatically communicate
progress and changes to both customer and installer
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Builds an opt-in email
list for our client websites
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Provides our client
websites with online copies of the completed measure form
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Have overwhelmingly
positive customer responses – see
their comments on the NBI service
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Gives web retailers
access to the Job Page, and a full range of management reports covering all
aspects of the service and survey results
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Has been proven for over
3 years, with thousands of happy customers.
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Does not require web
retailers sign contracts, or make long term commitments.
November 3, 2009
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Copyright 2010, Nationwide Blind Installation. All rights reserved.