Website Marketing and SEO is great for bringing customers to your site, but how will you keep them loyal once they’ve found you?
Customer service is equally as necessary for online businesses since it is for traditional ‘bricks and mortar’ establishments. In a few respects it’s much more essential, because you lose that ‘face-to-face’ contact that is certainly so 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 vital which you remain transparent, and, if for any excuse you can’t fulfill an order the you need to tell your customer. For instance, I got 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 become delivered at my sister’s address as I must admit to running out of period in the lead up to the wedding ceremony, so I thought, that’s fine, I’ll obtain it shipped to their address, to arrive after their honeymoon.
The delivery dates were stated within the purchase confirmation email, plus it all seemed to easily fit into perfectly using the happy couple’s return. ‘Great’ I was thinking, ‘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 through the company explaining that the teapot was out of stock, or that there was a ruin in the order or delivery, but despite repeated email correspondence from myself they have got remained dumb. I am going to never order from them again.
Whenever you invest a lot of money and time into drawing targeted traffic to your site it is crucial for you to do your level best to ensure they are faithful to you. After-all, coming from a customers’ perspective it’s far simpler to open up a previously bookmarked website and purchase right from somewhere known and definately will honour your purchase, deliver on time, or if necessary, keep you informed if things go wrong.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I can appreciate that my email address just been added to a list, this has still proved incredibly annoying (and serves as a reminder regarding how they’ve messed me about and treated me, their customer, very poorly). Email marketing is extremely, extremely effective if the sender delivers something of usage or value to the recipient. If you’ve screwed up the order (because i suspect to get been the case in this situation), this just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Support. The easiest method to stay in web based business for a long time would be to never forget the ‘Golden Rules of Customer Service’
1. The consumer is definitely Right
I worked in retail and catering as a summer job after i had been a teenager and if a consumer created a complaint, even when they were being totally away from order, my boss always said to me ‘the customer is definitely right’. Pay attention to them, find out what their problem is. Tell them you are taking them seriously, it’s vital that you regain their trust. These are far more prone to forgive human error when they know it’s simply a mistake, in the end nobody is ideal and most people are reasonable.
2. Solve their Problems
In case a customer includes a problem, anything, do your level better to solve it. Don’t get them to do everything, if it’s from your remit to solve the issue yourself, pass it on to the relevant person in your establishment and try and get an answer to consider returning to the consumer.
Keep these short and sweet. It’s true that very few people read them, as well as the few that do, ensure it’s legible and to the point. The very last thing you wish to do is put your potential customers off from making their purchase.
4. Know your products
If you don’t know your services or products perfectly, then the chances are your customer should go elsewhere. It’s vital that your particular staff are trained well in order to answer any questions that a possible client may throw your path.
5. Customer Satisfaction
This is really important. Your customer will appreciate you making the effort to question should they be happy. Also, without asking your clients when they are happy with their purchase then you definitely will never know if you need to ylrwir any improvements. This is a great way of creating more sales. Customer surveys are actually powerful selling tools, you can use them to demonstrate your ‘trustworthiness’.
So take into account that if the aim of your internet marketing or SEO campaign is to improve sales and gain new business, then you certainly must look very closely at your customer support, and make sure it it top notch.