Do You Ditto?

Thursday, May 01, 2008  by Lynn Wendyger
Category: customer experience, customer management, Ditto

Ditto use has been growing, and it's easy to see why. It's a great tool for managing your business.

There has been some debate on whether Ditto is customer friendly, and how to make it more so.

In my last post, When is a customer your customer?,  I asked whether you use Ditto with your customers, and if so, when do you introduce them to the concept. Bridgett wrote, "After they have ordered two times, I SHOW them (not explain, but show) them Ditto. Do I force them on Ditto? No, but I DO sell the benefits for THEM of this feature."

What do you think about Ditto and customers? Does it meet their needs? Once they are signed up, do they stay on it?   How can this tool be used to build and enhance your relationship with your customers?  

  

 

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Comments

# Kochis - Pittsburgh said on May 1, 2008 1:08 PM:

I have heard Ditto referred to as the ability to have my own personal store, with just the items I use.  How about multiple stores (health, home cleaning, etc) from multiple dittos that get combined for the month into one order to leverage shipping.  Mabye just me but think this would be great.  Maybe alread exists and I just don't know it

# Bridgett said on May 1, 2008 1:50 PM:

Rather than different Dittos, I think the layout could capture of the feeling of different departments or different stores.

Right now, the look of Ditto is not friendly at all.

Graphics rather than lists would be swell. :)

# bernsber said on May 1, 2008 2:56 PM:

I find Ditto to be a fantastic tool. There is, however, one improvement I would like to suggest.

When I pull up my ditto profile it is listed out by month. If I click on that month it shows my profile for that month but nothing is changeable in that window. It would be extra convenient if I could simply delete things off that list without having to go back to the master page and search through my quite extensive list to find the items I want to change.

Thanks!

# karmascar said on May 2, 2008 10:33 AM:

I second bernsber's comment.  I lament when I have to hunt through the whole ditto again, or maybe, as an alternative, all the items that are currently going to be shipped are in bold, and a slightly larger font size, so as to set them off right away.  In color would be even better.

I'm so thankful that now my ditto retains the preference of being categorized in its layout.  That's great! because before, it was like a big junk drawer, trying to find particular items, even if i knew the category was a nightmare

# Bridgett said on May 2, 2008 1:39 PM:

I third bernsber's comment!

And, a little spin on karmascar's comment, maybe have pictures of the items (like how the Shopping Cart now has). Pictures of the products would help spice up the Ditto module and make it more CUSTOMER-friendly.

Currently, most of my customers prefer to just email me the changes that may want to make to their Ditto every month (after they get their email--which, by the way, I'd love to have the option of changing WHEN the email gets sent out. I'm finding that some are not on Ditto b/c for them, 10 days is too long, too far out. For them, who get a zillion emails a day, two or three days is better for them) and then I go in and modify their Ditto for them, because the module is too daunting, too unfriendly, too unattractive for them. I'm happy to do it, but it would be nice if it were a little more attractive and exciting and fun for the non-IBOs.

Ditto is an extremely powerful tool. But in it's current form it clearly is not designed for CUSTOMERS. And in my opinion, to have the module geared toward customers should be a top, top, top priority, because this will increase sales big time in a big way. :)

# e.rod. said on May 7, 2008 2:03 AM:

Ditto is our very own auto-ship program and should be made more user-friendly for consumers. Adding to all of the above, it shoud be made accessible on our personal websites. Before or at checkout there should be an option for consumers to choose to have their product shipped via ditto according to a schedule they set. perhaps one incentive is a discount for purchasing a prdouct on ditto vs. a one time purchase. That would help with residual sales tremendously.

# CJ said on May 7, 2008 11:27 AM:

Along with my two cents, I love E.rod's suggestion!

Ok, my concern is slightly different. I have Ditto Clients who want their order "billed" to their credit card on a certain day-basically the day they get paid. The only problem is that Quixtar does not bill until the item is shipped which based upon their zip code can be somewhat of a lag. The best we can do right now is that the order is actually "created" by Ditto on their pay day. A minor glitch we are working through with our clients, but all in all Ditto is a lifesaver so that the IBOs don't have to be the recurring ordering mechanism-LOL!

# Don Osborne said on May 7, 2008 7:27 PM:

e,rod - second that Great Idea. Time to speed up catching up with the rest of the online world with customer-centric tools.

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