Are You On A Black Friday Mission?

If you’re looking for a high-tech edge this weekend in your first big holiday shopping spree, you won’t have to look too far. The number of apps and mobile tools available to enhance the shopping experience are too numerous to count (and of course the Cyber Monday resources for the big online shopping day are ready to go as well).

But some people (dare we say purists?) prefer the leisure holiday shopping stroll. The music, the Santa’s, the cinnamon and spices, the crazy long lines (OK, maybe not the lines) and the other holiday havoc can actually bring people in!

So, we want to hear from you, STELLA shoppers: if you’re planning to make a trip to the mall this year, which of these pictures best describes your ideal approach?

I’m on a mission!

Photo by John Kuczala

I enjoy a nice holiday stroll!

Photo by smittenbyliz.com

Natural Is Always Better Than Fake

One month ago I composed a conglomeration of the funniest customer service representative pictures found on popular online retailers. Today, I realized there is a method to the madness of choosing these photos. Today, the Get Elastic Ecommerce blog summarized a few studies that tested the effect of pictures on users’ activity on the site-if it makes them purchase more, sign up for offers, call customer support, etc.

The results are summed up by the Get Elastic blog as such:

Showing pictures of smiling humans may make give off more happy vibes – but do they result in more site visitors taking action?

The answer is yes, no and maybe.

There are many interesting results mentioned in the Get Elastic article, but if there’s one main point I’ve taken away from it, it is that when illustrating customer service representatives on sites, feature real people, not shiny, sparkly, just-got-botox-looking folk. In tests with actual employees and CEO’s (and models looking at the featured product, making the illustration more “real-life”), conversion rates increased, while stock photos and disengaged models had the opposite effect. In other words, we need more Mikes and less Jamies (see below) in our online shopping experience if we are to be called to action and purchase more.

Customer, meet Mike. He looks trustworthy and helpful, but believes in "real talk." He might even beat you up.

Customer, meet Jamie. She's peppy, loves to smile, is sometimes silly, and can't wait to assist you!

Live Chat Cats And Silly Stock Photos

My previous blog posts delved into the customer service color’s influence on customer mood. (“Does a Blue Phone Number Make You Calm?“) Well, it’s Friday, and it’s time for a little fun. I gathered several of my favorite pictures of customer service representatives, complete with banter commentary.

Need immediate keg support now before the cool kids show up to your party? Chat with the polo-clad kegerator expert, and maybe he’ll tell you a few stories about his fraternity glory days.

Tina Fey, is that you? Did you forget your morning coffee?!

I want to chat with this one, she looks like she knows something I don't.

She must provide great customer service; she’s just so…smiley!

What a flawless complexion. I don’t know if I want to chat with her about my issue or just ask for skin care advice. What’s that guy doing in the background?

Can't find it? Let him help, but he won't be happy about it.

Well, I’d love some live help, but only if I have 20/20 vision and the manual dexterity to click on your tiny little icon!

I think Mary may have accidentally shipped away her retirement plan too.

This just out: Santa is a bike technician in the off-season!

Anyone else see any good customer service stock photos out there? Any as silly as the cat with the headset? Traditional comment board is not functioning but the Facebook one is.

Free Shipping No Minimum at NeimanMarcus.com

Free Shipping (Code: MAYNM) on ALL orders on NeimanMarcus.com today. They have an Excellent STELLAService rating of 83, and great pictures on their website (a.k.a. clothes on real people). Be a STELLA shopper!

The Breakdown:

Online Tools: 84

Shipping and Returns: 85

Customer Support: 80

OVERALL: 83 (Excellent)