Internet Marketing and SEO is great for bringing customers to your site, but how will you keep them loyal once they’ve found you?
Customer support can be just as necessary for internet businesses since it is for traditional ‘bricks and mortar’ establishments. In certain respects it’s even more essential, since you lose that ‘face-to-face’ contact that is certainly very important in human interaction. Trust is incredibly important, should you can’t retain trust then you are carrying out a problem.
For eCommerce sites, it is crucial that you remain transparent, and, if for any reason you can’t fulfill your order the you need to tell your customer. For example, I purchased a teapot for my sister and her husband for their wedding present. I purchased said teapot from a well known and timeless brand. I arranged for your teapot to be delivered at my sister’s address when i must admit to not having enough amount of time in the lead up to the wedding ceremony, so I thought, that’s fine, I’ll get it delivered to their address, to arrive after their honeymoon.
The delivery dates were stated within the purchase confirmation email, plus it all did actually easily fit into perfectly with the happy couple’s return. ‘Great’ I figured, ‘this all fits in perfectly’. Unfortunately, 6 weeks on, my sister and her husband remain awaiting their teapot. I would personally not mind if I’d heard from the company explaining the teapot was away from stock, or that there have been a screw up in the order or delivery, but despite repeated email correspondence from myself they may have remained dumb. I will never order from them again.
Once you invest lots of money and time into drawing targeted traffic to your site it really is crucial for you to do your level best to keep them faithful to you. After-all, from a customers’ perspective it’s far simpler to open a previously bookmarked website and purchase straight from somewhere known and definately will honour your purchase, deliver punctually, or if necessary, help keep you informed if things go awry.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I can appreciate that my current email address recently been added to 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). E-mail marketing is extremely, very effective if the sender delivers something of usage or value for the recipient. If you’ve screwed up the order (because i suspect to have been the truth in cases like this), it just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Care. The simplest way to stay in online businesses in the future is to remember the ‘Golden Rules of Customer Service’
1. The consumer is Always Right
I worked in retail and catering being a summer job when I had been a teenager and in case a customer produced a complaint, even when these were being totally out of order, my boss always thought to me ‘the customer is usually right’. Listen to them, discover what their issue is. Let them know you take them seriously, it’s important to regain their trust. They are far more prone 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
If a customer features a problem, anything, do your level advisable to solve it. Don’t make them do everything, if it’s from your remit to resolve the situation yourself, pass it on to the relevant person within your establishment and get a response to adopt returning to the consumer.
3. Conditions and terms
Keep these short and sweet. It’s correct that very few people read them, but for the few who do, make sure it’s legible and to the stage. The particular final thing you want to do is put your potential customers off from making their purchase.
4. Know your product or service
If you don’t know your services or products very well, then the probability is your customer will go elsewhere. It’s vital that your particular staff are trained well in order to answer any questions that the potential consumer may throw your path.
5. Customer Satisfaction
This really is important. Your customer will appreciate you taking the time to question if they are happy. Also, without asking your customers if they are pleased with their purchase then you definitely will never know if you want to ylrwir any improvements. This is a good way of making more sales. Customer surveys are actually powerful selling tools, they are utilized to show your ‘trustworthiness’.
So remember that if the goal of your internet marketing or SEO campaign would be to improve sales and gain new clients, then you must look very closely at your customer support, and be sure it it top notch.