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 care is equally as essential for internet businesses because it is for traditional ‘bricks and mortar’ establishments. In a few respects it’s much more essential, simply because you lose that ‘face-to-face’ contact which is very important in human interaction. Trust is very important, if you can’t retain trust then you are carrying out something wrong.
For eCommerce sites, it is vital that you simply remain transparent, and, if for any reason you can’t fulfill an order the you must tell your customer. For example, I bought a teapot for my sister and her husband for his or her wedding present. I purchased said teapot coming from a well-established and timeless brand. I arranged for that teapot to be delivered at my sister’s address when i must admit to running out of time in the lead up to the wedding, and so i thought, that’s fine, I’ll have it shipped to their address, to arrive after their honeymoon.
The delivery dates were stated within the purchase confirmation email, and it all seemed to easily fit in perfectly with the happy couple’s return. ‘Great’ I figured, ‘this all fits in perfectly’. Unfortunately, 6 weeks on, my sister and her husband are still awaiting their teapot. I might not mind if I’d heard from the company explaining that the teapot was out of stock, or that there have been a mess up inside the order or delivery, but despite repeated email correspondence from myself they have remained dumb. I am going to never order from them again.
When you invest a lot of money and time into drawing visitors to your website it really is imperative that you do your level best to keep them loyal to you. After-all, from a customers’ perspective it’s much easier to open up a previously bookmarked website and purchase right from somewhere known and can honour your purchase, deliver promptly, or maybe necessary, help you stay informed if things fail.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I will appreciate that my current email address recently been added to an inventory, it has still proved incredibly annoying (and works as a reminder regarding how they’ve messed me about and treated me, their customer, very poorly). E-mail marketing is extremely, very effective when the sender delivers something of use or value towards the recipient. If you’ve screwed in the order (as I suspect to possess been the case in this situation), then it just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Support. The easiest method to stay in web based business in the future is to remember the ‘Golden Rules of Customer Service’
1. The client is definitely Right
I worked in retail and catering as being a summer job once i was actually a teenager and if a client produced a complaint, even though they were being totally from order, my boss always believed to me ‘the customer is definitely right’. Pay attention to them, learn what their issue is. Let them know 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 just a mistake, in the end nobody is ideal and the majority of people are reasonable.
2. Solve their Problems
If a customer includes a problem, whatever it is, do your level best to solve it. Don’t make them do everything, if it’s away from your remit to solve the problem yourself, pass it to the relevant person within your establishment and try and get an answer to take to the client.
3. Conditions and terms
Keep these short and sweet. It’s true that very few people read them, but also for the few who do, make sure it’s legible and to the level. The particular last thing you should do is put your potential prospects off from making their purchase.
4. Know your products or services
Should you don’t know your goods and services adequately, then the probability is your customer goes elsewhere. It’s really important that your particular staff are trained well in order to answer questions which a possible client may throw your path.
5. Customer Satisfaction
This really is important. Your customer will appreciate you making the effort to inquire about should they be happy. Also, without asking your customers if they are pleased with their purchase then you will never know if you want to ylrwir any improvements. This is a good way of producing more sales. Customer surveys are really powerful selling tools, they are utilized to demonstrate your ‘trustworthiness’.
So keep in mind that if the goal of your online marketing or SEO campaign is to improve sales and gain new business, then you definitely must look very closely in your customer support, and ensure it it first-rate.