e customer service

e-Customer Service

1

presented by

H.J. ‘Coach’ Bengochea B.Sc., M.B.A.

H. J. ‘Coach’ Bengochea’s Bio-Sketch

H J Bengochea is a Business Coach specializing in Leadership, Sales, Marketing & Customer Relations. He has consulted and conducted workshops across the Caribbean for companies such as FedEx, The Aruba Free Zone, the Neal & Massy Group, Accelor Mittal Steel and Caribbean Money Market Brokers. He is a preferred facilitator and senior consultant with the Business Development Company.

He has over twenty five years experience in Marketing, having worked with blue chip companies across the Caribbean. He was V.P. International Marketing with S. M. Jaleel & Co. Ltd., Marketing Director of Carib Brewery, Caricom Marketing Manager for Coca-Cola, Sales Manager at Johnson & Johnson and Executive Director & CEO of the Export Centers of Trinidad & Tobago.

Coach Bengo, as he has branded himself, holds a B.Sc. and a Masters in Business Administration from the University of the West Indies. He is a part-time lecturer at the University’s undergraduate program in International Marketing Management and also lectures at the University’s Business School (Arthur Lok Jack Graduate School of Business) in the International Masters of Business Administration and the Masters in Marketing programs in e-Commerce Marketing, ICT & e-Commerce, Marketing, Product Planning and Supply Chain Management.

He co-owns and operates an Education, Training & Development Agency, Sandee Communications Ltd. which develops and conducts programs such as Flavorite's National Peppy Spelling Bee and the i Learn program conducted across the Nation's primary and secondary schools.

2

We live in an increasingly Wired World• Approximately 25% of

Trinidad & Tobago households have Internet Access

• Add an incremental 10% for those that have Internet access via the office

• Add another 5% that have Internet access via their mobile phone

• More than 90% of adult individuals own a mobile phone

3

Also more than 45% of households have cable television service.

And another 40% have access to News and Advertisements via broadcast TV & Radio

This is changing the way people view information

• Persons today (especially the younger generation) expect– Instant information– Instant News from

around the world– Easy to find what

you’re looking for by searching, browsing or telephoning

– Family & Friends are always a click away - real time networking - and they look to these contacts for information

4

ICT• This has

been described as the first 30 sec of the ICT revolution

• Most commerce will be e-commerce by 2050

5

The Mobile Phone is now a Way of Life

6

The Younger Generation needs to be constantly connected and expects similar service.

And the Revolution is Just Beginning

• Facebook and MySpace - its all about You.

• Social Networking Phenomenon - estimated +400,000 Trinis now have a Facebook account

• Facebook - the concept of sharing in what’s happening in my life and all my friends and family lives

7

The 21st Century will be the age of a digitally enabled social and commercial life, the outlines of which we can barely perceive at this time.Laudon & Traver

Digital World

8

And this is changing the way Customers expect to be treated

• Customers today expect– Their information is

close at hand– Instant feedback and

response– Instant action– Self service– Instant Chat– In a nutshell

customers expect customized service in real time

– With Security

9

E-Customer Motivation

10


Information SearchBelong, ConnectKnow How to....KnowledgeSpeed and ConvenienceReview & Testimonials

E-Customer Fears & Phobias

11

E-Customer Fears & Phobias

Security of InformationPrivacyFraud

Growth of e-commerce & m-commerce

12

Customers seek a trusting relationship

A trusting

relationship

Customer agreement to two-way communication

Website promise not to disseminate information

e-Visitors choose anonymity

Know your e-Customers before you Service them Online

14


Meet E-Customer Expectations

Successful Transaction=

Fears & Phobias

Attract & Keep High-Performing e-Customer Service Employees

• Attract them• Develop Job Descriptions• Train them

– How to handle Customer Complaints

– Interpersonal Skills– Listening Skills– Show concern, acknowledge

and apologize for the mistakes

• Keep them• Empower them

15

Amazon does not ‘deliver customer service’, they buildpowerful partnerships.

Yet another customer satisfaction survey has rated Amazon as #1 among all online

retailers.

Amazon’s customer service has always been recognized and applauded as world-

class. This is remarkable, especially since it is a purely online retailer. Amazon has

hardly any ‘human’ interactions – often considered crucial perception points for

increasing customer satisfaction and loyalty – in the value delivery chain.

Many companies try to emulate Amazon and cost-effectively provide higher levels

of service through leveraging technology. But Amazon does not only ‘deliver

customer service’ – they build powerful partnerships with their customers.

Every service cycle is a series of interconnected conversations: Explore, Agree,

Deliver and Assure.

1. EXPLORE: find out what is important to the other person.

2. AGREE: make a promise to do something on their behalf.

3. DELIVER: do what you promised.

4. ASSURE: check and make sure they are satisfied.

5. EXPLORE to start a new cycle again

To build powerful partnerships with ever growing levels of trust, a service provider

must become excellent in all four stages. Most companies are chronically weak in at

least one, which jeopardizes this accumulation of trust.

How does Amazon do it?

How does Amazon help you EXPLORE?

Search by any topic or title. View related titles, other titles by the same author,

and titles of books purchased by people who also purchased this book.

Amazon provides book reviews from other readers as well as the publisher

and author.

If you are a member of a specific community, company or affinity group,

Amazon tells you what books people in that group are buying now.

How does Amazon AGREE?

You can have products sent to multiple locations, request individual

giftwrapping, pay either by credit card, wire transfer or check.

You can choose standard, express or overnight delivery and see the costs of

each before deciding. If a product is not in stock, you can have each item sent

as it becomes available, or hold and ship all your items at once. If you choose

the first option, Amazon guarantees shipping costs will be no more than if you

chose the second.

How does Amazon DELIVER?

As soon as you place an order, you receive an e-mail confirming all the details.

You can change it if you reply right away.

When your order is filled, you get another confirmation by e-mail. Your credit

card is charged only when the order is actually shipped.

Products are packed in strong boxes with extra padding to ensure they reach

you in good condition.

You can track your orders in process and see your complete order history at

any time.

Inside each box is a complete description of the order and an attractive

bookmark, useful information or gift.

How does Amazon ASSURE?

Amazon is committed to your complete satisfaction. If you have a problem,

they will reply to you quickly by e-mail and take remedial actions right away.

If you have any suggestions to help improve the service, Amazon

enthusiastically welcomes your ideas.

By continuously Stepping UP! in all four stages, Amazon earns high levels of

customer satisfaction with every purchase, builds extraordinary levels of loyalty and

converts ‘one-shot’ deals into powerful partnerships.

How can you do the same? In the next blog post, we will highlight the key

questions and action steps for you.

Amazon.com Customer Service

16

11/10/09 12:37 PMAmazon Is What Customer-Focused E-Commerce Looks Like - Advertising Age - Special Report: Marketer of the Year 2009

Page 1 of 4http://adage.com/moy09/article?article_id=140327

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Amazon Is What Customer-Focused E-Commerce Looks Like

Marketer of the Year Runner-Up: E-Tailer ContinuesGrowth While Barely Spending on Ads

Published: November 09, 2009

Though it's far from giving the store away, Amazon has responded

to the recession by keeping prices low and keeping up its good

deals on shipping. Revenue soared 16% for the first half of the

year, and the company shredded third-quarter expectations with

earnings surging by 69%.

LESSONS LEARNED:

1. CUSTOMER SERVICE IS

MARKETING.

Amazon CEO Jeff Bezos has said on

numerous occasions he wants to run

"the most customer-centric company in

the world." Note that he did not say

biggest online retailer or immensely

profitable company. Those just happen

to be the benefits of putting your

customers at the forefront of everything

you do. And that's not just about

having a sharp call center. As Mr. Bezos

told BusinessWeek when the magazine

made Amazon's center tops on its list of

best customer-service companies,

"Customer experience includes having

the lowest price, having the fastest

delivery, having it reliable enough so

that you don't need to contact

[anyone]. Then you save customer

service for those truly unusual

situations. You know, I got my book,

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analyzes what the census will reveal about the

changing face of consumers.

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Amazon.com - Bezos’ commitment to Customer Service is legendary

• “You can tarnish your on-line reputation with bad Customer Service”

• How fast is your Response Time?

17

11/10/09 12:37 PMAmazon Is What Customer-Focused E-Commerce Looks Like - Advertising Age - Special Report: Marketer of the Year 2009

Page 2 of 4http://adage.com/moy09/article?article_id=140327

2 Comments

of respondents picked e-tailer Amazon for its focuson marking shoppershappy.

situations. You know, I got my book,

and it's missing pages 47 through 58."

2. YOU DON'T NEED A BIG AD BUDGET TO BUILD A BRAND.

When's the last time you saw an Amazon ad? Exactly. Despite its

universal awareness among consumers, Amazon has a minuscule

ad budget. Rather than try to buy love, it earns through the

aforementioned customer-centric approach and the word-of-mouth

it engenders. The brand is also helped along by smart initiatives

such as its Frustration-Free Packaging, designed as an alternative

to those awful plastic clam shells. While it does seem that, at some

point, Amazon will have to find a way to market the Kindle

somewhere other than its website, the e-reader, now the

company's top-selling product, is doing just fine without much

media weight behind it.

3. BE A SOCIAL COMPANY, NOT A SOCIAL-MEDIA MARKETER.

Amazon doesn't need heavy-handed tactics like building Twitter

feeds and Facebook pages to show it gets social media. All it takes

is a quick look at its website to see how customers' voices are

central to what makes Amazon. Those reviews and rankings we all

take for granted now are crucial to the shopping experience. This,

of course, isn't to say that Amazon hasn't had its share of

missteps. In April, gay-themed books were accidentally dropped

from sales rankings. Amazon took the blame, but took way too long

to make an apology -- and drew fire from the gay and lesbian

community.

4. DON'T FEAR THE ALGORITHM.

Amazon boasts an amazing recommendation engine, pumping out

regular enticements of books, movies and other products you might

want to buy. That helps them avoid the plight of other e-tailers who

seem to think CRM is spelled S-P-A-M. Amazon sends a carefully

curated suggestion based on an enormous amount of purchasing

data. While it's far from perfect, the algorithm is usually on to

something, to the detriment of many wallets.

5. DO DEALS THAT MAKE SENSE CULTURALLY.

When Amazon bought Zappos for more than $800 million, it didn't

just buy a shoe e-tailer with $1 billion-plus in sales. Something

more valuable changed hands, namely a culture that's remarkably

similar to Amazon's own ethos of customer-centricity. Zappos,

besides subscribing to a corporate philosophy of transparency,

takes much of its marketing budget and invests it in free shipping

for customers, instead of bludgeoning them with ads. Sound

familiar?

By Joe | Wilton, CT November 10, 2009 11:18:48 am:

This is how it's done in eCommerce. Like the last one especially.

It all starts with the culture. The rest flows from there or it is

not genuine this is why Zappos was a good fit. It's also a lesson

in branding which is not done with a huge budget as so many

seem to think but by being customer centric. Once your

customers have built your brand and you have the money, sure

go ahead an tell the world about it. More likely you won't have

to do that because they will tell your story much cheaper.

Permalink

By gborden | Waukesha, WI November 10, 2009 11:19:06 am:

Amazon is a giant that looks to be on top for a long time. They

adapt with ferocity and by keeping the consumer #1, center on

what really matters, and the money follows.

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Know your Objectives of e-Customer Service

• Disseminate Information

• Correct mis-information

• Transact business

• Create a Community

• Teach how to....

• Provide Convenience

• Provide Reviews & Testimonials

• Grow Loyalty

19

• Sell

• Serve

• Speak

(Dialogue)

• Save

• Sizzle

5 Ss

Online Value Proposition & the 6Cs

• Content

• Customization

• Community

• Convenience

• Choice

• Cost Reduction

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Evolution of e-Customer Service

22No Presence Online

Basic PresenceStatic Informative

Simple InteractiveInteractive

Fully Interactive

Understanding e-Customer Service

• Customer Service real time using information– helping organizations and individuals make decisions– adding customer value– critical thinking - analyzing customer information and

using it to adapt one’s service– time is critical– economy is critical– staying ahead of the competition– Building loyalty along the way– Building community along the way

23

Gov’t

24

http://www.ttconnect.gov.tt/gortt/portal/ttconnect



e-Customer Service...• is therefore serving today’s customer

using Digital technology– Digital– Instantaneous– Continuous flow–Multimedia– Interactive– Adaptive– Community

25

20% Trial

40% Liking

90% Awareness

5%

70% Knowledge

25% Preference

90%

70%

40%

25%

20%

Before we begin e-Customer Service we should note our Industry Customer Buying Model

© 2007 McGraw-Hill Companies, Inc., McGraw-Hill/Irwin

Problem Recognition

Information Search

Evaluation

Decision

Action

Customer

Customer Interaction

20% Trial

40% Liking

90% Awareness

70% Knowledge

25% Preference

How can we Service the Customer Online at each Stage of the Buying Process

© 2007 McGraw-Hill Companies, Inc., McGraw-Hill/Irwin

Problem Recognition

Information Search

Evaluation

Decision

Action

Customer

Search Engines, PortalsFeatured Products, Banner AdsOpt-in-e-mail

Key Word Search, Product code, Faceted Browse

Online Product guides, Detailed Information, Product picture, Price, availability, deliver,Reviews and ratings

Security guarantee, service promiseDiscounts, Store locator, Call to ActionReviews and ratings

Gift Options, Delivery Options,Minimize steps

E-mail notification, FAQs, History, Knowledge base, Diagnostics, e-newsletterscompetitions, reminder service, loyalty schemesrecommendations

Online Buying Process

28

Results from studies show that the online buying process acts as a sieve, where customers are inadvertently filter out at each stage of their decision-making process.

•At the information search stage, 9% wasn't able to find the products they were looking for because they couldn't identify the right product category or find product options using the search facility. 8% of the shoppers who succeeded in finding products gave up because the product lists didn't provide enough information to identify purchase options, or because they were confused by going back and forth between product lists and product description pages in order to decide if the products would fit their basic needs.

• Researchers found that the major problems occur when customers want to evaluate their product alternatives. Only 25% of the shoppers who reached this stage proceeded to the next. Some stopped because they realized that none of the products would fit their needs, but most because the product information was so inadequate that they couldn't tell if the products they were interested in satisfied their needs.

• At the purchase stage, 13% dropped out because they didn't want to go through the required registration process or because they where disappointed by poor shipping charge policies.

• UIE also found a surprisingly high amount of problems in the purchase evaluation stage. 11% percent of the shoppers where either so unhappy with a product that they returned it, didn't receive the product at all, or got the wrong product. Some of the shoppers told UIE that they returned a product because it wasn't what they expected, which suggest a failure in setting up the right expectations in the product evaluation stage.

29

e-Customer Service tools• E-mail notification • FAQs• History • Knowledge base • Diagnostics • e-newsletters• competitions • reminder service • loyalty schemes• recommendations

30

E-mail notification, Use of e-mail, the Internet and social networking technologies

31

of 2https://mail.google.com/mail/?shva=1#search/Carnival+Cruise+Lines/11a5e5af8833420e

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"If anyone wishes to come after me, he must deny himself and take up his cross daily and follow me. For whoever wishes to save his life will lose it, but whoever loses his life for my sake will save it. What profit is there for one to gain the whole world yet lose or forfeit himself? St Luke

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FAQs, • Frequently Asked

Questions are answered online.

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of 3http://www.apple.com/itunes/podcasts/fanfaq.html

What’s New What is iTunes What’s on iTunes iTunes Charts How To

What is a podcast?

A podcast is an episodic program delivered via the Internet using an XML protocol called RSS.

Podcast episodes can be audio files, video files, documents, or any combination of the three.

The publisher or broadcaster podcasts the program by posting the episodes and the XML

document to a Web server. The consumer subscribes to the podcast using a client application,

such as iTunes, which regularly reads the XML file and downloads new episodes.

Because podcasts can include several of the most common types of media, they can be used to

offer many different kinds of programs. Any television or radio program can of course be

transmitted as a podcast, as can any lecture, performance, or other recorded event. Using the

AAC file format, audio podcasts can include synchronized still images to create a narrated

slideshow. In this way, a series of lectures can include the lecturer’s voice and presentation

slides. In most podcasts, each episode is the same file format, so subscribers can enjoy the

program the same way each time. However, some podcasts use multiple media. Language

courses, for example, can combine video for a sense of the foreign country, audio for

information and ear training, and documents for practice and reference.

A wide variety of programs are emerging as podcasts, because the protocol offers compelling

characteristics for publishers:

1. The cost of distribution is limited to the cost of data transfer.

2. The XML document that ties the podcast together is simpler to create and maintain than

most web pages.

3. The RSS protocol helps facilitate an ongoing, opt-in, and highly convenient relationship

with the subscriber.

4. The size of the channel is effectively unlimited therefore can’t be dominated by any other

publisher or broadcaster.

And podcasts are attractive to subscribers, too:

Podcasts are free.

There are thousands of podcasts available from all over the world.

New podcast episodes appear automatically and can be enjoyed anywhere, anytime.

How can I get started?

The podcasts directory in the iTunes Store is where you find and subscribe to new podcasts:

The Podcasts section of your Library is where you manage your

existing subscriptions and play the episodes you have downloaded:

To find and subscribe to a podcast:

Launch iTunes. If you do not have iTunes, download the latest

version of iTunes, free.

In the left column of iTunes, click on iTunes Store underneath the Store subheading.

Locate the navigation bar along the top of the iTunes Store homepage and click on

Podcasts.

Explore the wide selection of podcasts by clicking on the various pages and links.

Alternatively, you can search for podcasts by entering search terms in the Search iTunes

Store field. When iTunes displays results for your search, click Podcasts underneath the

“Filter By Media Type” column on the far left to show only podcasts.

When you find a podcast you want to try, you can either:

Stream the podcast directly from the store by double-clicking on an episode

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35

Customer History • Customers can get

a history of their activity with the company.

36

Product/Service Information

• Product/service information is provided online

38

Diagnostics• Providing

diagnostics services for customers online.

39

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Read Robert's latest Conspiracy of the Rich update!

Profit from the Sea of Money

The world's problem today is that it's drowning in a sea of money. This is hard for manypeople to understand—but it's true.

Today, there is money everywhere, looking for people who know what to do with it. Are youfinancially equipped to profit from this sea of money?

In his latest Conspiracy of the Rich bulletin, Robert Kiyosaki breaks down why an explosionof money hurts the poor and middle class but helps the financially intelligent.

Don't miss this essential update.

Read the rest of Robert’s thoughts here.

"For someone out of work,deeply in debt, and not earningenough money to make endsmeet, it's hard to imagine thatthe world's problem is too muchmoney. It's like the old saying,"Water, water, everywhere, butnot a drop to drink."

– Excerpt from Robert’s Conspiracy ofthe Rich bulletin.

Coming soon from Robert Kiyosaki!

Unfair Advantage – The Powerof Financial Education

In Unfair Advantage – The Power of FinancialEducation Robert Kiyosaki challenges readers tochange their context and act in a new way.Readers are advised to stop blindly accepting thatthey are 'disadvantaged' people with limitedoptions. They are encouraged to act beyond theirconcept of limited options and challenge thepreconception that they will struggle financially alltheir lives.

In true Rich Dad style, readers will be challengedto understand two points of view, and experiencetheir own unfair advantage

Get more information about Unfair Advantage click here.

Conspiracy of theRich - Secure

your copy!

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Competitions • Conduct online

competitions that help generate customer involvement and gather customer information

43

History

44

http://support.apple.com/kb/HT2727



Reminder Service • Customers are kept

update on their account and any relevant deadlines

45

Loyalty Schemes• Conduct loyalty

programs that reward customers for their ongoing activity with the Company

46

Recommendations• Make

recommendations to customers to enable them to increase the value received from the Company

47

Increase customer feedback through multiple contact channels

• Provide online feedback on queries and activities.

48

Including SMS (texting), e-mail, live chat, and Web self - service

• Increase speed of response using online technology

49

Websites• Have a Website

that is available to customers 24/7/365

51

52

http://www.chubbysd.com/

http://www.chubbysd.com

http://www.chubbysd.com

Interactive Self service kiosks

• Most customers want to, and will, serve themselves as long as the information they need to do so is relatively easy to find.

53

Mobile e-Customer Service

• SMS• MMS• Facebook• Twitter• Mobile Apps

54

Blackberry

55

http://us.blackberry.com/apps-software/appworld/



56

Serve

Sizzle

Loyalty Models

Visitor

Customer

Loyal Customer

Advocate

Page template contains Forward/recommend to a another prospect

email has forward to another prospect

enable customer feedback and show case positive experiences/testimonials

Indicate ‘wisdom of the crowd’ showcasing top selling products

Involve customers in co-designing your products and services

Customer Service & the Web 2.0 World

• Web 2.0 allows us to provide service –multimedia– through social

communities–mobile– continuous

58

59

http://www.facebook.com/kfctt

http://www.facebook.com/superpharmfans?sk=wall

http://www.facebook.com/chubbykidsclub?sk=wall







Facebook & e-Customer Service

Know your Algorithms

61

Automated sequence of responses to customer clicks

Can be outsourced.....

But you need to know your sequence!

e Customer Relationship skills

• Regular communication• listening• Feedback

63

Online Relationships and loyalty

• Loyalty comes from ongoing customer value

64

Using Communities & Social Networks to deliver Customer Service

65

Facebook Page

- Continuing the Conversation

- Creating Communities

- Getting Feedback

- Correcting mis-conceptions

- Correcting failures in Service

- Mining suggestions

- Co-creation with customers

66










e CRM

67

e-Marketing campaigns

Salese-CustomerService- Servicing the Transaction

- Continuing the Conversation- Extending the Sale- Gathering Marketing Information

Personalization Techniques enable your site to:• Personalise news feeds • Recommend documents• Make appropriate advice• Target e-mail.• Managing customer relationships• Targeting advertisements and promoting

products• Managing marketing campaigns• Managing Web site content

3/23/11 9:46 AMGmail - Webinar Thursday: 7 Keys To Getting New Business In A Tough Economy - [email protected]

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Coach,

This Thursday March 24th I will be presenting a live webinarfor the first time in a long time. This is one I think youwill find quite valuable.

7 LOW COST, HIGH IMPACT STRATEGIES FOR GETTING NEW BUSINESS...EVEN IN A TOUGH ECONOMY

-------------------------------------------------In a hurry? Grab you spot now:

http://www.mitchmeyerson.com/BizBuildingWebinar.htm

-------------------------------------------------

Based on my books, Guerrilla Marketing On The Front Lines,Mastering Online Marketing and Success Secrets of The SocialMedia Marketing Superstars here is some of what you willlearn during the 60-minute complimentary webinar:

The single most important skill every entrepreneur mustmaster to have a sustainable business.

3 keys to optimizing your website or blog to get visitorsto take action.

5 proven marketing strategies you need in this challengingeconomy.

The 3 most common roadblocks you need to overcome as asuccessful entrepreneur.

A low cost strategy can you implement today to increaseyour sales tomorrow.

The best way to stay focused and get consistent results.

and much more!

Secure your seat now:

http://www.mitchmeyerson.com/BizBuildingWebinar.htm

Your time is valuable and this webinar will be highlyfocused on specific steps you can take today.

I hope you can join us! Only 200 live lines for thiscall so register now.

To Your Success,

Mitch

P.S. There's a Special Bonus for those live on thecall as well as a action focused handout for you todownload.

Powered by Easy Web Automationhttp://www.EasyWebAutomation.com

Mitch Meyerson

6633 Greenway PkyScottsdale, AZ84254US

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Customers are talking, and you should be listening

• They now have a voice• It s better that you

allow them to talk in a controlled environment than beyond your reach

71

Angostura - Single Barrel

72

http://www.angostura.com/

http://www.thesun.co.uk/scotsol/homepage/news/3396241/Angostura-Single-Barrel-rum-ad-campaign-sparks-fury-over-jibe-at-kilts.html

http://www.peppertt.com/index.php/blog/marketing-strategy/of-kilts-and-skirts/

http://www.angostura.com

http://www.angostura.com















Online Responsiveness

• e mail• mobile text• Facebook

page• automation• How to

Manage the bad feedback

73

Using the Online World for Customer Service Measurement & Analytics

74

Customer SatisfactionNon ConformanceRe-workCustomer LoyaltyData Mining

Developing an e-Customer Service Plan

75

Situation

Control

Objectives

Strategy

Tactics

Action

CustomersCompetitorsCompany

SellServeSpeakSaveSizzle

- TargetCustomer- Online Value Proposition e-Customer

Service Tools

-Time Line- Personnel- Budget

5 Critical Areas

• Develop a Customer Service

Strategy

• Build a Customer-focused

Team

• Empower your Employees

• Establish a Complaint System

• Reduce Customer Defection

76

Ten Commandments for e-Customer Service (Boston Consulting Group)

1. Easy to find Website

2. Recognize & accommodate first time visitors

3. Clearly stated pricing & delivery

4. Real time Inventory tracking

5. The availability of everything online

6. Online Value Proposition OVP

7. Privacy & Security Guarantees

8. Flexible delivery options

9. Hassle Free returns

10.24/7 Customer Service

77