Online Marketing and SEO is perfect for bringing people to your website, but how do you keep them loyal once they’ve found you? Customer service is just as vital for online 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 very important, if you cannot retain trust then you are doing something wrong.
For eCommerce sites, it is vital which you remain transparent, and, if for any reason you can’t fulfill an order the you need to inform your customer. For instance, I purchased a teapot for my sister and her husband for wedding present. I purchased said teapot coming from a well established and timeless brand. I arranged for that teapot to get delivered at my sister’s address as I must admit to not having enough amount of time in the lead as much as the marriage, so I thought, that’s fine, I’ll get it shipped to their address, to come after their honeymoon.
The delivery dates were stated in the purchase confirmation email, and it also all appeared to easily fit into perfectly with the happy couple’s return. ‘Great’ I thought, ‘this all suits perfectly’. Unfortunately, 6 weeks on, my sister and her husband remain awaiting their teapot. I might not mind if I’d heard through the company explaining that the teapot was away from stock, or there was a mess up within the order or delivery, but despite repeated email correspondence from myself they have remained dumb. I am going to never purchase from them again.
Once you invest lots of money and time into drawing targeted traffic to your web site it is imperative that you do your level best to ensure they are loyal to you. After-all, from a customers’ perspective it’s much easier to start a previously bookmarked website and buy directly from somewhere known and will honour your purchase, deliver punctually, or if perhaps necessary, help you stay 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 an inventory, it has still proved incredibly annoying (and works as a reminder about how exactly they’ve messed me about and treated me, their customer, very poorly). Email marketing is extremely, quite effective if the sender delivers something useful or value for the recipient. If you’ve screwed in the order (as I suspect to possess been the case in this instance), this just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Support. The best way to stay in business online for your long term is always to remember the ‘Golden Rules of Customer Service’
1. The customer is Always Right
I worked in retail and catering as being a summer job once i was a teenager and when a consumer created a complaint, even when they were being totally from order, my boss always believed to me ‘the customer is usually right’. Tune in to them, learn what their problem is. Let them know you take them seriously, it’s essential to regain their trust. They are far more prone to forgive human error if they know it’s just a mistake, in the end nobody is perfect and the majority of people are reasonable.
2. Solve their Problems
If a customer features a problem, anything, do your level best to solve it. Don’t make them do all of the work, if it’s away from your remit to resolve the situation yourself, pass it onto the relevant person inside your establishment and get an answer to adopt back for the customer.
3. Conditions and terms
Keep these short and sweet. It’s true that not many people read them, but for the few who do, make sure it’s legible and to the point. The last thing you should do is put your potential customers off from making their purchase.
4. Know your product or service
In the event you don’t know your services or products very well, then the chances are your customer should go elsewhere. It’s vital that your particular staff are trained well in order to respond to questions that a potential customer may throw your path.
5. Client Satisfaction
This really is important. Your customer will appreciate you making the effort to inquire about should they be happy. Also, without asking your clients if they are pleased with their purchase then you certainly will never know if you want to xfryov any improvements. This is also a great way of creating more sales. Customer surveys are actually powerful selling tools, you can make use of them to show your ‘trustworthiness’.
So stay in mind that if the objective of your internet marketing or SEO campaign is to improve sales and gain new customers, then you definitely must look very closely at the customer care, and make sure it it top notch.