Creating the ETC online experience with inspiration from Trader Joe's
Walking out of the grocery store on Sunday morning, I noticed a sign that hadn't caught my eye in previous visits. I liked the message, and I also really liked the simple words that Trader Joe's has used here to describe part of
their mission:
ETC has similar mission statements that deal with our business and customer service goals as a company. Unfortunately, I don't know that our web site, etcconnect.com, has always been monitored as closely for its adherence to those standards as other areas of the company. There have definitely been mavens at the company that have understood that the web was a crucial part of doing business these days, and there was a pretty significant financial investment in a new design for the site a few years back.
Still, I think only recently have we begun to understand the role that etcconnect.com plays in the professional (or, perhaps, personal) lives of our customers. And with this understanding has come a whole series of ideas and wishes for how we can make the site work better for you. While we haven't always been able to act on those ideas and wishes as fast as we would like, you could align them under a series of goals that aren't very different from what Trader Joe's is aiming for every time you visit one of their stores.
When you come to etcconnect.com, we want the functionality of the site to help you find what you need with less trouble than you expect. We want the content of our site to help you find and use ETC products to help you do your job better. Just as if you were to call our dedicated tech support staff, or meet with one of our great field service techs, we want you to feel like ETC cares about you, whether you're our largest dealer or just someone toying with the idea of buying one of our products.
We know that there are a lot of reasons why people come to etcconnect.com. Regardless of yours, when you leave, I want you to say to yourself (or someone else), "Sweet, I got just what I needed."
Are we there yet? No, but I can honestly say we're working on it every day!