Internet Marketing and SEO is ideal for bringing customers to your site, but how will you keep them loyal once they’ve found you?
Customer support is just as important for online businesses since it is for traditional ‘bricks and mortar’ establishments. In some respects it’s a lot more essential, since you lose that ‘face-to-face’ contact that is certainly so important in human interaction. Trust is incredibly important, if you can’t retain trust then you are carrying out a problem.
For eCommerce sites, it is essential that you simply remain transparent, and, if at all you can’t fulfill your order the you have to tell your customer. As an example, I bought a teapot for my sister and her husband for his or her wedding present. I purchased said teapot from the well established and timeless brand. I arranged for your teapot to become delivered at my sister’s address because i must admit to not having enough period in the lead as much as the wedding, so I thought, that’s fine, I’ll obtain it sent to their address, to reach after their honeymoon.
The delivery dates were stated inside the purchase confirmation email, plus it all appeared to easily fit into perfectly using the happy couple’s return. ‘Great’ I figured, ‘this all suits perfectly’. Unfortunately, 6 weeks on, my sister and her husband are still waiting for their teapot. I would not mind if I’d heard through the company explaining that the teapot was away from stock, or there was a ruin in the order or delivery, but despite repeated email correspondence from myself they have remained dumb. I will never order from them again.
Once you invest a lot of cash and time into drawing targeted traffic to your web site it really is crucial for you to do your level best to keep them loyal to you. After-all, from a customers’ perspective it’s far simpler to open a previously bookmarked website and get straight from somewhere known and definately will honour your purchase, deliver on time, or if necessary, help you stay informed if things fail.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I could appreciate that my current email address recently been put into a listing, this has still proved incredibly annoying (and serves as a reminder about how exactly they’ve messed me about and treated me, their customer, very poorly). Email marketing is extremely, extremely effective when the sender delivers something of usage or value towards the recipient. If you’ve screwed up the order (because i suspect to have been the situation in cases like this), it just makes your unhappy customer a lot more disgruntled.
The Golden Rules of Customer Service. The best way to stay in web based business in the future is always to always remember the ‘Golden Rules of Customer Service’
1. The customer is Always Right
I worked in retail and catering being a summer job after i was actually a teenager and in case a customer produced a complaint, even when these were being totally out of order, my boss always believed to me ‘the customer is always right’. Pay attention to them, discover what their issue is. Let them know you take them seriously, it’s essential to regain their trust. They may be far more likely to forgive human error if they know it’s simply a mistake, all things considered nobody is perfect and the majority of people are reasonable.
2. Solve their Problems
When a customer includes a problem, whatever it is, do your level advisable to solve it. Don’t get them to do all the work, if it’s away from your remit to resolve the problem yourself, pass it to the relevant person in your establishment and make sure you get an answer to consider to the customer.
Keep these short and sweet. It’s factual that only a few people read them, but also for the few that do, make sure it’s legible and to the point. The final thing you want to do is defined your potential prospects off from making their purchase.
4. Know your products
Should you don’t know your services or products very well, then the probability is your customer should go elsewhere. It’s vital that your particular staff are trained well so that you can answer any questions that a potential consumer may throw the right path.
5. Client Satisfaction
This is really important. Your customer will appreciate you finding the time to question should they be happy. Also, without asking your customers should they be satisfied with their purchase then you will never know if you need to ylrwir any improvements. This can be a great way of creating more sales. Customer surveys are actually powerful selling tools, they are utilized to demonstrate your ‘trustworthiness’.
So keep in mind that if the goal of your web marketing or SEO campaign is to improve sales and gain new clients, then you certainly must look very closely at your customer service, and ensure it it first-rate.