Customers Aren't Dumb | Good CX Requires Real Empathy | HairKittyKitty

[@zxme2u]

More Heather Please! I miss you, not just for wig reviews, but also your thought provoking tropics. Yes, I want to learn more about the psychology of buying and how tech helps in this regard. But the previous comment below, makes a very valid statement about the consideration of an aging population. I for one own old technology, because I can no longer run out and buy everything new every 2-4 years. Take music for example; How many times have I had to buy the same song at my age? The record album, the real to real, the 8-track, the cassette, the CD, the MP3, the MP4 and now monthly. When in reality all I really needed to do was stock up on needles for my old stereo record player, because out of all that technology I still have my albums. So even if someone were to hand me the money to go buy a whole new set-up, 5G phone with payments and new computer I probably wouldnt. I'd rather buy food, gas, pay medical bills or buy a wig. But, because my technology is so old, I can't shop at high techno sites. At some sites, wink wink, even banners cause my screen to freeze, or I can't see the content, the images don't down load, etc. So, as much as I would like to shop there, I cant. And the way the economy is right now, the way our landfills are full of old technology items.... I will have to for go that sale and make due with that old 1950's coke-a-cola fridge on the back porch instead of a shiny new stainless steel fridge with freezer that makes ice. Thank you for the opportunity to tell you this, and hope it helps you when considering sales to an aging population. Whatever I buy now, has got to last me. I garantee you, its a new trend.

[@bex57222]

Shopping for wigs is very difficult and very personal and very hard. It's not like shoes or clothes. You are looking for colors and styles among multiple vendors and it's hard to keep them all straight. Added to that, vendors aren't even consistent on the colors they offer among their own wigs. The easiest way to keep the wigs you might want to try sorted is to add them to the cart as you go, then cull the ones you don't like later. You have to cull them down to a few because most vendors' restocking fees are very high. At least that's what I've learned to do over the 20+ years I've been buying wigs. If there is an option to "Move to Wishlist" in the cart I will do so in order to not leave items hanging in a cart for the seller. There is not always that choice. Heather, you have created a niche market and I commend you for that. I hope you branch out with another section for older women who want transitional hair in those ashy tones so hard to find - like Raquel Welch's Shaded Iced Latte Macchiato, Henry Margu's 37 and Noriko's Sandy Silver, to name just a few. It's so difficult to find styles and colors that flatter mature women that don't make us look frumpy or mutton dressed as lamb.

[@midllifecrisis50pluss20]

I just to see legit wig reviews out of the box! So many reviewers are reviewing wigs for all the wrong reasons, it’s called a kick back!

[@thaipeanutsauce]

I think that companies miss a lot of human behavior like window shopping and using the cart as a wishlist type space, or doing some virtual teens-in-the-mall type grabs and then having to restrain because of the budget and you have to be an adult about it in the end. There’s just so much subtlety and so many things they miss in their assumptions.

[@paulacoyle5685]

I can’t disagree with anything you said here, absolutely correct

[@CysterWigs]

Thank you, Paula! 💖

[@hairthere9802]

I do much of my online shopping late at night. I’ll put a number of things in my carts that I like, want to see how they fit together, things I’m deciding between, etc. it’s Like in a brick and mortar store when I would ask to hold something at the counter while I looked at other stores or was trying on other things. Sometimes I would pop it behind some other things and hope it was still there after I got paid - you know hide from the others. 😊. If a company keeps my stuff in their cart I’ll go back to them frequently. The places that I never buy from are the ones where I have to get out of bed and go find my wallet because they can’t securely store my card info or don’t use Apple Pay or similar method. Oh, I also am looking at total shipping cost and time as things get added and subtracted to a cart. A wish list to me is for things I like. A cart is for things I really really like and just might probably maybe buy when the time and money is right. Thank you for asking the customers perspective.

[@ginachristiano9360]

Definitely guilty of adding to the cart and then abandoning it. I use the cart to factor in discounts being offered and giving me a grand total. Sometimes I need a day or two to think over a purchase. Sometimes I just can’t commit. Sometimes I am shopping around on multiple sites trying to find the best deal. Sometimes the checkout process is complicated and I give up. Yeah there are tons of reasons for cart abandonment. I’m sure I’m not alone here.

[@FarmhousebytheMouse]

What wig are you wearing in this video? ❤

[@CysterWigs]

Hello! It's a Poppy in Molten Copper Rooted. - Nigel

[@Never_sleepnn]

Not all people can afford things they want either. So they wishful thinking shop put it in the cart and leave. Also they cart to find out bottom line cost. The middle class is disappearing, the slot between rich and poverty is getting smaller by the day.

[@Never_sleepnn]

Oh and to piggyback on Barbara, yes nice to see you from me too. Miss u and Nigel. Hope all is well and good.

[@ozburnurass]

BTW I have a lot of wish lists on Amazon and I rarely abandon my cart. I just remove stuff from it, sometimes the whole cart.

[@thaipeanutsauce]

I also really dislike when I curate a cart, and then it times out after a half a day, or the next day. I do use it often as a holding space like a real shopping cart I might fill up and walk away from to get lunch or go home and expect it to be there 3 days later. There’s no trick they can add to hurry me up. Lol.

[@barbarawaite5395]

That's all so interesting! I'm not one to randomly put merch in a cart just for the hell of it, but I do admit that final total on the checkout page has stopped a few impulse buys over the years. I appreciate sites that have simple checkout pages without a lot of frills, primarily due to my vision impairment. OH, which brings something to mind I actually have wanted to ask you about before, Heather. I HAVE to use inverse colors (white on black) in order to see anything on my laptop. There seems to be a new trend in web design that either has black on white and white on black on the same page, or it switches every time you open a new window by clicking on a hyperlink. That is SO MADDENING to anyone with low vision and I have absolutely exited sites before simply out of frustration. Considering the aging population in this country, I know I'm not the only one bitching about this. :) BTW, nice to see you!

[@ozburnurass]

Miss you guys, when y'all going to do another livestream...