Online Marketing and Search engine optimization is perfect for bringing customers to your site, but how do you keep them loyal once they’ve found you? Customer service is just as important for internet businesses as it is for traditional ‘bricks and mortar’ establishments. In a few respects it’s even more essential, since you lose that ‘face-to-face’ contact which is very important in human interaction. Trust is incredibly important, if you can’t retain trust then you are doing something wrong.
For eCommerce sites, it is essential which you remain transparent, and, if for any reason you can’t fulfill an order the you have to inform 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 your teapot to get delivered at my sister’s address when i must admit to running out of time in the lead approximately the wedding, so I thought, that’s fine, I’ll have it delivered to their address, to arrive after their honeymoon.
The delivery dates were stated within the purchase confirmation email, plus it all appeared to easily fit in perfectly with the happy couple’s return. ‘Great’ I was thinking, ‘this all fits in perfectly’. Unfortunately, six or seven weeks on, my sister and her husband are still waiting around for their teapot. I would not mind if I’d heard from the company explaining that the teapot was from 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 will never purchase from them again.
Once you invest a lot of money and time into drawing website visitors 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 much easier to start a previously bookmarked website and get right from somewhere known and can honour your purchase, deliver promptly, or if necessary, 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 email address has just been included in a list, 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 once the sender delivers something of usage or value for the recipient. If you’ve screwed the order (as I suspect to get been the case in this instance), then it just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Care. The simplest way to stay in business online for the long term is to never forget the ‘Golden Rules of Customer Service’
1. The customer is usually Right
I worked in retail and catering being a summer job after i had been a teenager and when a consumer made a complaint, even once they were being totally away from order, my boss always believed 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 just a mistake, after all nobody is perfect and the majority of people are reasonable.
2. Solve their Problems
When a customer features a problem, whatever it is, do your level best to solve it. Don’t get them to do all of the work, if it’s away from your remit to fix the problem yourself, pass it to the relevant person inside your establishment and get an answer to consider back for the customer.
3. Conditions and terms
Keep these short and sweet. It’s correct that very few people read them, but also for the few who do, make certain it’s legible as well as the point. The last thing you want to do is put your prospective customers off from making their purchase.
4. Know your products
If you don’t know your products or services very well, then the chances are your customer should go elsewhere. It’s really important that your particular staff are trained well in order to reply to any questions that the potential customer may throw the right path.
5. Client Satisfaction
This is actually important. Your customer will appreciate you taking the time to ask if they are happy. Also, without asking your customers should they be happy with their purchase then you certainly will never know if you need to xfryov any improvements. This is a great way of producing more sales. Customer surveys are actually powerful selling tools, you can use them to show your ‘trustworthiness’.
So keep in mind that when the goal of your online marketing or SEO campaign would be to improve sales and gain new clients, then you definitely must look very closely in your customer service, and ensure it it top notch.