How wine.com creates instant customer loyalty

3 comments Speak Your Mind By Casey Schorr

Wine.com custom labels create customer loyalty and differentiation on the cheap
I just received my first-ever order from wine.com, and I’ll be ordering again. I haven’t even tried any of the wine yet. And it’s not because they have the best price, or biggest selection. The reason I’m a loyal customer is because of something little, something kinda stupid, but something that’s absoltuley brilliant.

With every order, they include these innovative custom neck tags. So when I put my wine in the wine rack, I can see the name of the wine, the price I paid, and how the wine was rated. And on the back, there’s room for tasting notes and a place to indicate if I’d order it again. This makes it super easy to remember to put notes in cellartracker.com, my favorite site for tracking wine.

More often than not, creating customer loyalty doesn’t take big bucks. It’s about the little things that set you apart from your competition.

3 Comments »

  1. Casey, we are psyched that you like the bottle tags. We’re always trying to add those “little things” for customers, so let us know if you think of others! Cheers :)

    Comment by Gwendolyn – September 29, 2011 4:21 pm

  2. Casey – I am certain that you know that many companies now simply answer the phone. They do not have a menu or a long list of options. They answer the phone…or at least they give you the option to hold or leave a message for a call back; however you do not! Personally, I dont want a call back I would rather hold. It is extremely annoying to have my freedom of choice denied! Perhaps, you should hire more people to answer the phone.
    That being said, this is what I want to know. I have been researching ZAZZLE and they have so much stuff for referrals and links that it is almost impossible to find the merchandise for the website’s products.
    I am considering using your system as a relay for the clients who have purchased on my website and have you print it, pack it, and ship it as if it were a “Thank you” from my site. Currently the only option is ZAZZLE but the issue with ZAZZLE is they sell everything and it looks like a junk store. Plus, I do not want my clients redirected anywhere else! The problem that I find is that the cost of a child’s Tshirt is 10.49 plus the 5.00. I can purchase the T-shirt with all the original illustration and layout for 8.50 here in Nashville.
    I would keystone the price to 17.00 and add the tax and shipping so the cost would be around 20.00 but my profit would be 8.50 not 4.59 per item. Do you think my approach to use your business as a supplier would work? You could also use the as a new source of revenue.You could market your product to small businesses that have websites on which they sell products but dont want to be tied into a dollar store outlet image,
    Currently I am going to sell the T-shirts, but will expand to bangle bracelets, and TUTU Twirly skirts. Needless to say this is a children’s book, which is on itunes,Amazon,Kendal,Barnes and Noble and I nook both in English and Spanish.
    If you are unable to consider a price break for childrens’s T-shirts (girls) do you k now of any other company that might do something similiar to yours but with my twist?.
    You have the right idea and image for small businesses that want to sell directly from their website. The ZAZZLE approach does not have the class or image that I am looking for so thought I would ask. I dont know how the customer would know I did not mail it and the “thank you note” would be perfect. This set-up would be PERFECT for me – no sales tax, no tax ID, no shipping, no handling – great idea. Let me know if you think it would work!.
    Any ideas would be appreciated.
    Thank you for your time. ~Martha

    Comment by Martha – October 28, 2011 12:40 pm

  3. Hey Martha, thanks for the feedback! I understand about forcing you to leave a message takes away your freedom to hold. Our thoughts were that we didn’t want to make people hold if it was going to be a while, for example once a week we have an “all hands” meeting where customer support isn’t usually available for a few hours. So we didn’t want to make you hold for two hours! But, I understand… and actually we just hired a new customer service person, Heather. She starts on Monday! So our phone support should get a lot better.

    If you’re looking to giveaway free “thank you” items to your customers, that’s exactly what SwagLove was designed to do. It’s the same platform as Printfection, same company, so you’re in good hands. You can even combine PF stores with SL giveaways in the same account.

    I do think your approach to use us as a supplier would owrk.

    If you are getting into higher volumes with us we do have volume discounts, you can email us for details. support@printfection.com

    The big difference between us and companies like Zazzle is we are helping you build *your* brand and your following, whereas Zazzle is taking your artwork and selling it to their audience, which doesn’t build your own brand at all. It’s like selling your invention to a company and getting royalties vs starting your own company and building your invention as it’s own brand. Make sense?

    Comment by Casey Schorr – November 3, 2011 3:45 pm

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