One thing I am extremely passionate about, are sites that include a crucial process, like joining membership or soliciting feedback or making a purchase, that think about what I might feel about their process. I can’t stand form fields with conditions (i.e.: username requires special characters) that I’m not told about until the form fails, registrations that have a field that is required, yet is not marked as such, forms that don’t retain your information when they fail so you have to fill it out all over again… that sort of insult. That’s what it is, an insult. Terrible websites built by uncaring cowboys.
I just paid several dollars for the privilege of booking tickets that do not need to be posted and that I had to spend very many tries to get through the process; each time there was a difficulty, there was now way to return to the process except by leaving. The process was incredibly complex, involved needing to make choices I could not see, had no helper through the process, gave no indication what part of the process I was involved in, moved me through THREE different domains that had pages that looked different from each other and was generally the most uncomfortable process I have encountered in years.
Now I have made very complex purchases from dedicated or free Open Source-powered websites in the past, I have even set up an online shop or two myself and have some inkling as to what is possible and necessary. I do have to state that this particular purchase recently encountered was designed by a rude bastard who cared nothing for the people having to go through the process. we would be surprised to walk into a well-known shop that has the plumbing exposed, half-broken stock display units, dangerous wiring, etc, but we tolerate it in websites for some bizarre reason.
Whenever I encounter an online process like this, unless it is crucial I get it from them, I’d rather not reward them for their insult and look for it elsewhere, even if I have to spend an extra ten minutes of my own time to do so.
MOO Cards get it right.
From their attention to helping me find what I want, through a complex design and upload and selection processes that require no instructions at all, to fantastic delivery, communications process, perfect customer care to real love for me and my experience with them.
Get this, they quoted me free shipping erroneously, openly told me they would charge shipping later, which I assumed and agreed to anyway, made sure I saw the shipping costs and got my permission, and then they AUTOMATICALLY checked the process and decided that since one of four screens showed no shipping that they would refund me the shipping anyway.
Ordered, printed, delivered wrapped (with five discount coupons for friends) and received in 5 days, London to Sydney.
Guess who gets my custom again? And guess who I’m raving about to friends and colleagues?