Q Talk

[millieshops]

In another thread, someone asked for consideration because she's a good customer of QVC.  That made me wonder -  what is a good customer?

I think I used to be one ---for a year or two, I bought quite a bit, some of it fairly high end.  I must have been a bit crazy for a while there because QVC wasn't the only place I seemed to be a good customer.  Yes, I could pay for everything I bought the month I bought it and I did, but that didn't make all the spending sensible, so I put myself on a diffferent budget the next year.

I'm still there three years later - I don't think anyone would call me a good customer right now unless a good customer is just a person who pays for what she orders.  And that leaves my question -  what's a good customer?

[hopi]

Been with Q since Kathy Levin walked on screen to meet Bob Bowersox

and said this is QVC.

That puts me at Saint level  - looking for that emotie right now

[lolakimono]

IMO- a good customer is someone who orders regularly and does not abuse the return policy.  I'm sure that longevity also factors in too.

[Chrystaltree2]

If that's the standard then I belong in the BEST customer category.  I buy a lot, I make 2-3 purchases every week and I spend some serious  money.  And  my returns are practically non existent.  Qvc and Amazon are my go-to places to shop.  I think those of us who spend a lot and rarely return anything are the customers Qvc wants.  Actually, we are the customers all retailers want.  

[SunValley]

This is an interesting question. I would say a repeat

customer who posts 5 star reviews and returns nothing or very little would be Q's idea of a good customer. Now how to define "repeat" and I don't know. Apparently there are folks who order something everyday and then there are others who order once a week and believe that is frequent. A definition of frequent is subjective based on a person's budget and shopping habits.

[Chrystaltree2]

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@SunValley wrote:

This is an interesting question. I would say a repeat

customer who posts 5 star reviews and returns nothing or very little would be Q's idea of a good customer. Now how to define "repeat" and I don't know. Apparently there are folks who order something everyday and then there are others who order once a week and believe that is frequent. A definition of frequent is subjective based on a person's budget and shopping habits.

---

       I agree, "frequent" and "repeat" are subjective and I doubt that retailers use those terms because they can't be quantified.  The number of purchases means something.  A purchase a week is 52 purchase a year and that is huge for any retailer.   That's the customer they love.  But, I think a "good" or "valued" customer is probably customer who makes at least 10 or 12 purchases a year with very few returns.  I have a friend who owns a little boutique in our town and she defines a "frequent" customer as a woman who makes 4 purchases a year or spends $125 at one time.  Those are the women she sends promotional flyers to.  

[ECBG]

Like hopi, I too have been here since Kathy Levine.  I have bought many products that weren't available in my area.

My loyality however, has bounds.  If I don't get good products and service, I'll go to a vender where I can get what I want.

[GCR18]

I think a good customer purchases a couple times a month, doesn't cancel a lot of orders before they ship, doesn't return most of what they buy, doesn't default on easy payments, leaves honest reviews good or bad.

[todaysrx]

I think a 'good QVC customer' has several layers. On the surface, I'd say a good customer is one that orders fairly regularly and rarely sends back anything. They call CS (and hopefully don't yell or scream) if there is a legit issue. They also may write product reviews.

A 'good QVC customer' can also be considered an "experienced" one that has been with QVC since the beginning of time and have "been with" the hosts for a very long time. These customers know a lot about the company (like the "rules") and keep up with news and changes at QVC, through this site as well as blogs and social media platforms. They probably review much of what they buy. Additionally, they likely spend regularly and/or have spent a ton of money over the years.

I've been watching QVC since I was in elementary school (thanks, mom!) but started ordering on my own in 2009. I'm a pretty "safe" customer in a sense that I order brands I know I love and (knock on wood) have never had to make a return. I don't order a ton of stuff, but I do review the items I buy and use. I consider myself a 'good QVC customer'.

I enjoy QVC and feel like they truly do have a great deal of good loyal customers, I just wish they offered us a little more (ex. X% off your order, free shipping, free samples, etc.) as I feel like they're way behind most stores and Amazon in that respect.

[TeezNu]

The power of social media certainly plays an increasing role in defining a good customer.  Of course, number of purchases and dollar amount of purchases are important, but when customers broadcast their (positive and negative) buying experiences through reviews, online forums, Facebook, etc., the consequences can be VERY helpful or harmful.  Wise and savvy business owners will independently monitor this criteria.