Website Marketing and Search engine optimization is great for bringing people to your site, but how can you have them loyal once they’ve found you? Customer service is just as essential for online businesses as it is for traditional ‘bricks and mortar’ establishments. In a few respects it’s even more essential, simply because you lose that ‘face-to-face’ contact that is so important in human interaction. Trust is very important, if you cannot retain trust then you are doing something wrong.
For eCommerce sites, it is crucial that you remain transparent, and, if at all you can’t fulfill an order the you have to tell your customer. For example, I purchased 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 get delivered at my sister’s address because i must admit to not having enough time in the lead as much as the wedding ceremony, therefore i thought, that’s fine, I’ll have it delivered to their address, to reach after their honeymoon.
The delivery dates were stated in the purchase confirmation email, and it all seemed to fit in perfectly using the happy couple’s return. ‘Great’ I figured, ‘this all suits perfectly’. Unfortunately, six or seven weeks on, my sister and her husband are still waiting around for their teapot. I would personally not mind if I’d heard through the company explaining that this teapot was away from stock, or there had been a mess up 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.
Once you invest lots of money and time into drawing targeted traffic to your website it really is imperative that you do your level best to keep them faithful to you. After-all, from the customers’ perspective it’s far easier to start a previously bookmarked website and get directly from somewhere known and definately will honour your purchase, deliver on time, or if perhaps necessary, help 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, 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). Email marketing is very, extremely effective once the sender delivers something of use or value to the recipient. If you’ve screwed up the order (as I suspect to have been the case in this situation), it just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Care. The best way to stay in web based business for that long term is to never forget the ‘Golden Rules of Customer Service’
1. The client is Always Right
I worked in retail and catering as being a summer job once i was a teenager and when a customer made a complaint, even once they were being totally out of order, my boss always believed to me ‘the customer is usually right’. Listen to them, find out what their problem is. Let them know you are taking them seriously, it’s essential to regain their trust. They are far very likely to forgive human error should they know it’s just a mistake, all things considered nobody is perfect and many people are reasonable.
2. Solve their Problems
When a customer features a problem, whatever it is, do your level advisable to solve it. Don’t make them do each of the work, if it’s out of your remit to fix the situation yourself, pass it on to the relevant person within your establishment and make sure you get a solution to adopt back to the customer.
3. Terms and Conditions
Keep these short and sweet. It’s true that only a few people read them, as well as the few that do, make certain it’s legible as well as the point. The last thing you wish to do is put your potential prospects off from making their purchase.
4. Know your products
In the event you don’t know your services or products very well, then the likelihood is your customer will go elsewhere. It’s really important that your particular staff are trained well in order to reply to any queries that a possible client may throw the right path.
5. Customer Satisfaction
This is actually important. Your customer will appreciate you finding the time to inquire about when they are happy. Also, without asking your clients if they are satisfied with their purchase then you definitely will never know if you need to xfryov any improvements. This is a good way of making more sales. Customer surveys are actually powerful selling tools, you can use them to show your ‘trustworthiness’.
So stay in mind that in case the aim of your online marketing or SEO campaign is always to improve sales and gain new business, then you certainly must look very closely at the customer service, and be sure it it top notch.