Is Your Multimedia Course or InfoProduct a Hazardous Waste Dump?
Last month I posted about an information product I ordered that (among other serious customer service deficiencies) arrived without a "stick letter" (or "welcome letter") and that therefore didn't tell me where to get started. (http://www.warriorforum.com/main-internet-marketing-discussion-forum/38037-information-marketers-stop-shooting-yourself-foot.html).
Well, it's happened again. This time I received a multimedia course consisting of 14 items in two boxes without a stick letter, and I therefore have a multitude of bewilderments:
* Which pieces do I have resell rights to and which do I not have resell rights to? I remember from the sales letter that there are some resell rights involved, but as I look at all the pieces, I am not sure which ones.
* Are the 12 DVDs a repeat of the content on the 22 CDs?
* Where is the best starting point for absorbing the information?
* Why did I receive an item that wasn't listed anywhere on the sales page? Was that a mistake or an unannounced bonus?
* And what about this other bunch of CDs that have a different but related title to what I remember being the main item that I bought - are those also a mistake or an unannounced bonus?
* Shouldn't the marketer also have reminded me of all the downloadable bonuses that also came with this purchase and for which I might have misplaced the download address?
This time the packages arrived promptly and I'm eager to dig into the goodies, but I'm still not as excited as I would have been had all the above been clearly spelled out in a stick letter.
How hard is it to create and send a cover letter with a shipment, when it can make such a big difference in the customer's satisfaction?
Marcia Yudkin
Well, it's happened again. This time I received a multimedia course consisting of 14 items in two boxes without a stick letter, and I therefore have a multitude of bewilderments:
* Which pieces do I have resell rights to and which do I not have resell rights to? I remember from the sales letter that there are some resell rights involved, but as I look at all the pieces, I am not sure which ones.
* Are the 12 DVDs a repeat of the content on the 22 CDs?
* Where is the best starting point for absorbing the information?
* Why did I receive an item that wasn't listed anywhere on the sales page? Was that a mistake or an unannounced bonus?
* And what about this other bunch of CDs that have a different but related title to what I remember being the main item that I bought - are those also a mistake or an unannounced bonus?
* Shouldn't the marketer also have reminded me of all the downloadable bonuses that also came with this purchase and for which I might have misplaced the download address?
This time the packages arrived promptly and I'm eager to dig into the goodies, but I'm still not as excited as I would have been had all the above been clearly spelled out in a stick letter.
How hard is it to create and send a cover letter with a shipment, when it can make such a big difference in the customer's satisfaction?
Marcia Yudkin