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Posted on November 4th, 2011 by web admin
E-business methods are tapping important new markets in the US and Canada for Derbyshire dolls’ house and miniatures company The Dolls House Emporium.
In each case the company was launched locally and in the US and Canada prices were changed to the local currency.
As always, customer service comes first with The Dolls House Emporium and the Ripley-based staff have a new routine to answer telephone orders and helpline requests during the daytime stateside.
One other important consideration was translating the sister websites from our version of English into words and terminology more readily understood by our cousins across the Atlantic.
The popular free 220-page hard-copy catalogue – or catalog – was launched in dollars for the American audience in September for people who like to flick through a traditional magazine format.
Managing director Jackie Lee said: “We may be two cultures separated by the same language but one of the things we have in common is our love for popular crafts such as making and collecting dolls’ houses and miniatures.
“It was a natural progression as our customer base continues to expand overseas and we wanted to make it as straightforward as possible for people to pursue their hobby.
“We are already getting fantastic feedback which shows people really value the service we provide.
“Products were re-priced taking into account local market conditions, and the postage and returns process adjusted to suit the local services. We are providing free call numbers and our telephones are answered during 9am to 5pm in the local hours.”
This is all supported by social media so that customers know they now have their own local one-stop-shop for Dolls House Emporium products at sister companies dheminis.com or dheminiscanada.com
Work on the company’s own internal order process system began in April with planning taking place four months prior to that. This included:
International customers were pleased with the chance to get on with some straightforward ordering and communication:
“I am a new customer and ordered your red Aga Stove. I was so happy when it arrived – pleased with your quick service and love love love the little stove. I spent yesterday evening going through your lovely catalog – so glad I found you on the internet.” – Kathy Charniak from Illinois.
“Please tell everyone involved that I appreciate the superior customer service and I will definitely be a repeat customer.” – Deborah Martinez, California.
“Once again I have given my catalogue to another collector… and look forward to a copy…. and once again I have been very pleased with items and plan another order soon! Thanks again for great service and items!” Carole Stepanek, Massachusetts.
And from Canada:
“I love your site and your products. You have made my miniature collection come alive for five years and three houses. Keep up the good work! You guys are the best.” Susan Van De Ven, Winnepeg.
For further information, please visit www.dollshouse.co.uk or call 080 00 11 44 11.