Thomann Music Named European Online Retail Champion
...consumer opinions on every type of online business, including search engines such as Google and Yahoo, transaction platforms such as Paypal, travel sites, and retailers running the gamut from Amazon.com to Thomann. Consumers were asked questions about brand recognition, website functionality, customer service, and integrity.
As a specialized m.i. retailer, Thomann lagged sites like Amazon, eBay, and Google in terms of name recognition. However, on more qualitative issues such as trustworthiness, likeability, uniqueness, and service levels, Thomann scored at the top of the charts. In fact, the retailer received higher overall marks than Amazon, Google, eBay, and Zalando, a leading German clothing e-tailer. Company CEO Hans Thomann attributes the stellar showing to a deeply ingrained commitment to customer service. Thomann offers a no-questions-asked 30-day money back guarantee on all purchases. He adds, “Pretty much all of our employees who deal with customers are musicians. Customers know and appreciate this; they feel they are talking to fellow musicians they can relate to, not just salespeople.”
Hans Thomann says that a seamless order process, qualified sales personnel, and a money-back guarantee are what initially gave customers the confidence to purchase from Thomann when the company launched its website in 1995. Since then, sales have grown to more than $600 million. Thomann operates out of a highly automated warehouse in Trependorf, Germany and celebrated its 60th anniversary last year.
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