As you experience holiday shopping with QVC this season, our programming, guests, set designs, and presentations on QVC.com are all in keeping with that theme of the kid-like joy we felt when we were younger - before the holidays felt a bit too busy.

This season, QVC gives you all the gift ideas you can shop for right from the warmth of your own home. Shop with confidence with us!

Enjoy yourself,
Dan

When all you need is milk and eggs, why wait in a long line when the self-service stations are shorter and faster? Likewise, it's a quicker “trip” - and less mouse clicks - when you use QVC.com to access your orders, easy payments, returns and other account information.

At a time when our phone lines are very busy, I wanted to mention again the For Your Convenience” links on the bottom of nearly every page of our website. In a short list, we've given you the most likely online service places you're looking for!

I do hope that you find the link useful and convenient.

As always, thanks for your feedback,

Dan

I like to give you real-life examples of how we act upon what we hear from our customers.

When a package is in route to you from QVC there are different messages updating your package status and your visibility to where it is in the delivery process. One specific status, "Billing Information Received," has been known to be a confusing delivery "update" when customers view the order on QVC.com, on UPS.com, or when speaking with our Customer Service team.

So, we've worked to make an improvement for you.

Last week, we added: "Agent Pickup - In Transit to UPS." This will show up very shortly after your package departs QVC. When you see this, you’ll know the package has started its shipping journey in the delivery process.

I do hope that this is helpful. As always, I do appreciate your feedback.

All the best,
Dan

Your preferences matter. If you’re not seeing QVC in HD right now, contact your TV service provider – which may be a cable or satellite provider – and ask when they will be adding QVC in HD to your service.

Creating demand can make a difference. Apparently, so can watching a beauty presentation or other show in HD. Take a look at how much these customers love QVC in HD:

- It is absolutely FABULOUS!!! There is nothing like it. Jewelry looks amazing, clothing shows every detail in addition to seeing the threads of fabric, etc...

- You can see the studio much more clearer too. In another words, the viewing area is wider. You see the markings on the floor that shows where it tells the models to stand, etc... I can't imagine someone saying there is hardly a difference between watching QVC regular versus QVC HD. The contrast is HUGE!!

- When I first discovered QVC HD last week, for the first few minutes of watching it, my jaw was on the floor! …Hope you can get QVC HD in your area soon, because it is like no other!

- You can really see what the clothes look like (fabric, fit, etc.) … We were up at Tahoe for a few days last week and I really missed HD. Didn't know that would happen.

Here’s a reminder from my blog awhile back: use our Program Guide on QVC.com to see what channel(s) QVC is currently being broadcast on in your area – just type in your zip code. And as more TV service providers agree to carry QVCHD, you’ll be able to see these listed in that same place.

All the best,
Dan

Hey, it’s Fashion Day, so when you place your orders, click into Order Status (if it’s new to you), and see all the details provided. And keep coming back to track your orders!

- Anything in orange is something to click into to take an action or read information.

- To track the order, just click the black tracking number on the LEFT side of Order Detail to view messages about where the package is in delivery.

- Depending on how far along your order is in the shipping process, you may be able to change the Payment Method, aspects about the item - like color or size, the Ship-To-Address, and/or Shipping Method. You may also be able to cancel your order.

Enjoy the Day at QVC!
Dan

If you’ve ever second guessed that your online order “took” or “went through,” chances are, you called QVC right after that order just to be sure. For the sake of your convenience, though, just check your online Order Status right away. It’s a time-saver and kind of fun place on our website.

Order Status and Detail pages display your orders placed and order activity. These pages let you take actions - like checking the estimated date of delivery, tracking the package, or even cancelling an order or Auto-Delivery shipment (if the order hasn’t already starting shipping.) In fact, you can link right to it from the confirmation message page after you place an order.

And – F O R Y O U R C O N V E N I E N C E - I wanted to introduce you to an update on our website that I think is just great!

On the homepage and at the bottom of most QVC.com pages, look for this list and jump to what you need quickly. Brilliant!

For Your Convenience
- All Orders
- Easy Pay Orders
- Auto-Delivery Orders
- Return Orders
- Email Services
- Email Reminders
- Credit Cards

Happy convenient shopping,
Dan

As you can tell by my commitment to this blog, I am very excited about about all the ways QVC connects with you - on TV, on the web - even on your mobile device, Twitter and Facebook! We continuously strive to provide useful information that can enhance your shopping experience.

Online, if you're searching for QVC services information or need a "how to" to enhance your Q experience, I always suggest coming to our Frequently Asked Questions page - affectionately known as "FAQs." We've got plenty of main headings, and within each, we list specific topics.

I'm willing to bet that no matter how long you've been shopping with us, you'll discover at least one new thing about the Q from these topics!

Happy Fall for Q,
Dan

This Friday - September 25 - QVC gives you a great opportunity to get a head start on your holiday shopping while our selection is at its best!

FIRST - All day, QVC’s product offerings are all about Countdown to Christmas! (It’s just 3 months away!) Enjoy 24 hours of holiday decorating and entertaining essentials.

SECOND – Come to QVC and shop with confidence! Starting Friday, September 25th, any gift purchased from this date through December can be returned for any reason for a full refund including original Shipping & Handling until January 31, 2010.

And to be very clear with this great news for this period of time, that means whatever the total gift purchase price was for an item – including the purchase price, any applicable sales tax, and original shipping & handling – that total will be refunded in full (or you may choose an exchange or credit on your QVC customer account) when QVC receives your returned package by January 31, 2010. Again, this return policy applies to any gift purchase made on September 25th through December 31, 2009.

I hope you’ll tune in to QVC for the convenience of finding great gifts this season!

All the best,
Dan

I would like to appreciate the internal team at QVC for their efforts to keep our commitment to you to have the garment measurements posted by mid September. I hope you've been finding the link okay and you find the information useful.

….click here for more direction from our "New at the Q Forum," and thanks for your continued feedback!

Enjoy shopping the fall fashions at the Q!

All the best, Dan

It’s Tuesday, September 1st (really, September already?!?) and I’m having another proud moment reading a customer’s post:

Personal Integrity or Well-trained Customer Service? Sep 1, 2009 3:27 PM

“I recently lost my cell phone and then discovered my expensive sunglasses were also missing. After looking everywhere, I remembered I had emptied the contents of my purse into the B. Makowsky handbag I had recently received to see if all of it would fit. The new handbag was too small so the next day I restuffed and repackaged it and had my husband drop it off at the post office.

OMG! Then it hit me that I could have left my phone and glasses in the purse I sent back to QVC. After my panicky call to Customer Service, the rep told me she'd enter a note in the computer and hopefully my items would be returned to me.

I called back 3 more times but it seemed to be taking forever. After about 10 days, I received a bulky envelope in the mail. Inside there was a fat bubble-wrapped glob of stuff. It turned out to be my cell phone, my sunglasses and 2 new tubes of Bare Essentials lipstick I'd also been looking for. The form letter inside listed the items being returned but not the name or number of the Cust. Svce. rep.

I"ve shopped at QVC since 1988 and have all of my friends hooked quite naturally, as they received gifts from me purchased at QVC and then checked QVC out. But I was so blown away by this customer service story that I wanted to share it with others. Kudos to QVC Customer Service!!”


I’m glad this customer was “blown away” by this service experience, and I can assure everyone that this story reflects who we are as a company – every day. QVC’s values-centric culture keeps Service Excellence and Ethics & Integrity at the core of what we do, and I am very proud to be part of it!

After seeing this story, I identified our Lancaster, PA returns representative, Joy, who found the personal items in the handbag and passed on the customer’s note and expressed my personal appreciation for her efforts.

Case closed!

All the best,
Dan

I’ve read all of the latest comments on my blog and also many threads from our forums – which included the personal profiles shared on the “Sisters of the Measurement Brigade” to the inspiring words of each individual posters – just awesome! I continue to appreciate how you use the QVC’s community to deepen your relationship with us and to support each other. It’s exactly what we hoped our online community would aspire to.

T H A N K Y O U!

I know you’ve seen those two words a lot in my blog lately, but we mean it. Here’s why…

…your “passion" as has been a real motivator here at QVC. Your spirit and voice coming together exceeded our expectations. And I want to let you know that a number of teams here at QVC are learning from YOU!

…and because you challenge us to listen to you – AND HEAR YOU. We hear your voice when we gather as teams, deciding on new designers, brands, and services to offer you.

I encourage you to keep using our community, and we truly appreciate that you take the time to let us know when we get it right and sometimes when we don’t.

Again,

Thank You!

Dan

P.S. - plans and efforts are still on track to post garment measurements on QVC.com by mid September

I want to reiterate my appreciation for your continued feedback, and I do have an update to share.

Within the next week, we will start to restore the on air graphics that provide garment measurements* for each apparel item as presented prior to August 1, 2009. As a next step, we are actively pursuing a solution on air to visually display for you a blend of the body measurements from the size charts and the garment measurements. This is coming this fall.

We remain committed to putting the garment measurements on QVC.com in mid September for ALL SIZES – something we never did before.

I also want to pause to say that in bringing the fit descriptors to our product details for apparel, it was completely our intent to improve your experience with shopping for these items and make it easier to choose a size. We got that wrong, and for this, I apologize. Your feedback makes us better!

Sincerely, Dan

*Just as a footnote to readers who might be new to the blog, garment measurements represent the fabric in inches as it is when the garment is laid and measured on a table compared with body measurements used in our size charts, which are determined when the garment is on a dress form or model.

Let me start by thanking you for your continued feedback, and yes, we are hearing you!

By mid September, we will have garment measurements available on QVC.com for apparel items. And, our Quality Assurance and Technology teams are making an improvement on QVC.com to show the garment measurements for ALL SIZES available for a given item, not just select sizes like Medium and 1X. The garment measurements will be provided to you as a link within the product description.

Launching the Apparel Fit Guides took months of planning and preparation. The same effort holds true for garment measurements. Even though a number of teams are still working hard at displaying the garment measurements for you, we’re very focused on delivering this by the mid September time frame.

As for other actions we're taking, here's what I know today:
- we’ve reinforced with our Customer Service representatives to support you with choosing sizes and providing garment measurements when you request them, while helping you review sizing chart body measurements and the fit for a given item when you need it.

- on air, we will continue to review our presentations and adjust the information we give for apparel based on your feedback.

- an online "Q&A" session is planned for September to give you a chance to ask our apparel and quality experts your questions about the Apparel Fit Guides and Pant Rise and Length Guides now available with every item.

I'll provide an update when more details become available.

All the best,
Dan

Your passions are loud and clear around what you want at QVC. When my blog introduced QVC’s new common Fit descriptors last week, we described “Fit” as not really the size of the garment; it gives you the “the intent of the style” to help you know if it’s something that’s right for you. Your collective, common voice is telling us you also need and want garment measurements to make a buying decision.

We’re working to post garment measurements along with the new fit descriptions on QVC.com in the near future. In the interim, please note that garment measurements are still available through our Customer Service representatives if you find that information helpful in making your purchase decision. To find your perfect fit, we also ask you to reference the QVC size chart and our new apparel fit guides as we work on these updates.

All the best,
Dan

In recent years, we’ve listened closer to your feedback about our apparel sizing and how we explain sizes and fit when presenting apparel to help you make wise purchases when it comes to clothing. One way we’re acting on what we’ve heard you say is starting in August. I’m really excited about the prospects of how this will help our customers.

Recently, I asked Lucia Dispigno, Manager of Technical Development, to step in and tell you a little more on using our new apparel and pant fit guides – QVC’s latest initiative to help you find your perfect apparel fit here at QVC. As you start to experience it, please tell us how it’s working for you!

Please read on…
Dan

Let’s talk a bit about fit! In August, we’re launching a new common “fit language” for all the apparel we present on QVC.

First and foremost, nothing has changed with the fit of our brands or how our models display the pieces. We are just getting better! We’re being clear about the fit intention of each style.

So, “Fit” is not really the size of the blouse or the pants. It’s about “the intent of the style.” For example, a top that is labeled as “fitted” means it’s “cut to follow the lines of the body.”

Our new APPAREL fit guide contains one of three fits for tops, jackets, skirts, pants and dresses: 1) fitted, 2) semi-fitted, 3) relaxed fit. And our new PANT rise guide and leg shape guide are tools designed to help determine fit preference. We’re now giving you the three fit components that make up the fit of a pant:

- The rise height: one of four rise heights: 1) above the waist, 2) at the waist, 3) slightly below the waist, 4) below the waist - The apparel fit guide with its definitions will classify pant fit through the hip. It would be a fitted hip, semi-fitted hip or relaxed hip. - The pant leg shape: six possible options: 1) narrow, 2) straight, 3) bootcut, 4) flared, 5) full, 6) wide

Giving you the fit up front let’s you better decide if the garment will work for you. So, for every apparel item you see on air or online, “tune in” to the fit in these ways:

- When you hear the hosts say “Fit description,” tune in to specific information like the pants “have a rise slightly below the waist,” or the blouse is “semi-fitted.” Consistent fit terms are being used for every apparel item, with all brands, to describe an item’s fit.
- We’ll also show illustrations with an item to show you the item’s fit.
- To view the Fit Guide Illustrations on QVC.com, view the Fit Guide tab with the QVC size chart – get there from the Fashion tab page.
- View a video hosted by Jayne Brown – see the Fashion page, and Jayne will walk you through our various fit tools.
- Fit descriptions now replace the garment measurements in our details for items on QVC.com to give you a faster “read” on how the item’s style is fit and designed.

To share your comments, visit our “New at the Q” Forum.

Here’s to a perfect fit,
Lucia