Website Marketing and SEO is perfect for bringing customers to your site, but how will you keep them loyal once they’ve found you?
Customer support can be just as essential for online businesses as it is for traditional ‘bricks and mortar’ establishments. In some respects it’s much more essential, because you lose that ‘face-to-face’ contact that is so important in human interaction. Trust is very important, if you can’t retain trust then you are carrying out a problem.
For eCommerce sites, it is essential which you remain transparent, and, if at all you can’t fulfill your order the you must educate your customer. For instance, I bought a teapot for my sister and her husband for wedding present. I purchased said teapot from the well-established and timeless brand. I arranged for the teapot to get delivered at my sister’s address when i must admit to running out of amount of time in the lead up to the marriage, therefore i thought, that’s fine, I’ll obtain it shipped to their address, to reach after their honeymoon.
The delivery dates were stated inside the purchase confirmation email, plus it all did actually fit in perfectly using the happy couple’s return. ‘Great’ I figured, ‘this all fits in perfectly’. Unfortunately, 6 weeks on, my sister and her husband continue to be waiting around for their teapot. I would personally not mind if I’d heard through the company explaining that the teapot was from stock, or there have been a ruin within the order or delivery, but despite repeated email correspondence from myself they have got remained dumb. I will never order from them again.
Whenever you invest a lot of cash and time into drawing visitors to your site it is actually crucial for you to do your level best to ensure they are faithful to you. After-all, from the customers’ perspective it’s much easier to open up a previously bookmarked website and get straight from somewhere known and can honour your purchase, deliver promptly, or if necessary, help keep you informed if things fail.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I will appreciate that my email address just been put into an inventory, 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 once the sender delivers something of usage or value to the recipient. If you’ve screwed up the order (when i suspect to get been the case in this situation), it just makes your unhappy customer a lot more disgruntled.
The Golden Rules of Customer Care. The easiest method to remain in web based business for a long time is to always remember the ‘Golden Rules of Customer Service’
1. The consumer is usually Right
I worked in retail and catering as being a summer job once i was a teenager and when a consumer produced a complaint, even though they were being totally from order, my boss always thought to me ‘the customer is definitely right’. Listen to them, discover what their problem is. Let them know you take them seriously, it’s vital that you regain their trust. These are far more likely to forgive human error if they know it’s just a mistake, all things considered nobody is perfect and the majority of people are reasonable.
2. Solve their Problems
In case a customer has a problem, anything, do your level advisable to solve it. Don’t make sure they are do everything, if it’s from your remit to solve the problem yourself, pass it to the relevant person within your establishment and make sure you get an answer to take back to the client.
3. Terms and Conditions
Keep these short and sweet. It’s factual that not many people read them, as well as the few that do, make certain it’s legible and to the level. The particular very last thing you wish to do is defined your prospective customers off from making their purchase.
4. Know your products or services
Should you don’t know your products or services very well, then the probability is your customer will go elsewhere. It’s vital that your staff are trained well so that you can answer questions that the potential consumer may throw your path.
5. Customer Care
This is really important. Your customer will appreciate you finding the time to ask when they are happy. Also, without asking your clients when they are satisfied with their purchase then you certainly will never know if you need to ylrwir any improvements. This is an excellent way of producing more sales. Customer surveys are really powerful selling tools, they are utilized to exhibit your ‘trustworthiness’.
So take into account that if the aim of your internet marketing or SEO campaign is always to improve sales and gain new business, then you must look very closely in your customer care, and ensure it it top notch.