I recently bought the very useful MarsEdit external blog editor from Red Sweater. I’d tried an earlier version and wasn’t so enamoured, but my blogging output and needs have increased and I’ve found the features of the latest version and process really great.
But that’s not what this post is about, it’s about the purchasing experience.
In the online world almost the only customer experience is the website, the purchasing process and support when things go wrong. And we’re a fickle lot – there’s always another option just a click away. I recently bought Undercover for my laptops and whilst Orbicule themselves are excellent in terms of contact and support, the purchasing process through Kagi was awful. So boringly so that I’m not going to write about it. But in a really great service design experience the whole process counts, which is why buying MarsEdit made me smile.
More after the jump…