100% customer satisfaction is something all retailers dream of but Harris Technology (ASX: HT8) is one of the very few that have achieved it on the world’s largest marketplace.
Having long been a leading retailer of IT products and consumer electronics, Harris Technology emerged as the number one ranked technology retailer on Amazon’s Australian marketplace in July 2020. Since then, their continued premier ranking has led to their products being featured prominently which has subsequently driven sales, reporting a 206% increase in sales revenue for the quarter ended 31 March 2021. Additionally, it took their Year-to-Date sales beyond $30 million, representing a 300% increase on the previous year.
“To receive almost 5,000 individual customer reviews over the past 12 months without a single negative one is a testament to our team’s focus on customer experience. This includes accurate product descriptions, competitive pricing, lightning fast delivery and caring post-purchase service so to have zero negative reviews is a terrific reflection of our staff,” said Garrison Huang, CEO of Harris Technology.
With an extensive background in eCommerce, retail and distribution, Huang attributed the positioning on the Amazon Buy Box in part to the excellent reviews attained.
Huang says this prominent positioning “is driven by positive customer reviews so optimal customer experiences are a core focus at Harris Technology.”
“As always. Harris Tech doing an excellent job in order fulfilment. Thanks folks,” posted one customer.
“Works exactly as described, does what we wanted it to do, now have excellent streaming in room far from modem,” posted another.
Alongside its distribution channels which are a critical element of Harris Technology’s customer service, product selection has also been core to their explosive growth. This has included their expansion into gaming products which has capitalised on a trend that saw gaming emerge as one of the most popular forms of entertainment through the pandemic.
In response to the evolution of gamers, demand for customer-build PC products has increased substantially over the past 6 months which was reflected in the Company’s results for the March quarter. To facilitate this demand, Harris Technology recently expanded to their third distribution warehouse having just added a second in December 2020.
While Amazon drives much of Harris Technology’s sales alongside their own flagship online store, the retailer has steadily been increasing its product range also on eBay, Kogan and Catch, achieving similar positive review results and in particular an uplift in sales on eBay.
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*Owners of this website are HT8 shareholders