22 March, 2020
Internet Marketing and Search engine optimization is great for bringing people to your site, but how will you keep them loyal once they have found you? Customer service is just as vital for online businesses as it is for traditional ‘bricks and mortar’ establishments. In certain respects it’s even more essential, since you lose that ‘face-to-face’ contact which 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 essential that you remain transparent, and, if for any excuse you can’t fulfill an order the you must tell your customer. For instance, I bought a teapot for my sister and her husband for his or her wedding present. I purchased said teapot from a well established and timeless brand. I arranged for the teapot to become delivered at my sister’s address when i must admit to running out of amount of time in the lead approximately the marriage, and so i thought, that’s fine, I’ll have it delivered to their address, to come after their honeymoon.
The delivery dates were stated inside the purchase confirmation email, and it also all did actually fit in perfectly with all the happy couple’s return. ‘Great’ I thought, ‘this all suits perfectly’. Unfortunately, six or seven weeks on, my sister and her husband are still awaiting their teapot. I would personally not mind if I’d heard from your company explaining that the teapot was from stock, or there had 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 buy from them again.
When you invest a lot of cash and time into drawing targeted traffic to your website it really is vital that you do your level best to keep them loyal to you. After-all, coming from a customers’ perspective it’s much easier to start a previously bookmarked website and purchase straight from somewhere known and can honour your purchase, deliver punctually, 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 added to a listing, 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). E-mail marketing is very, very effective if 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), this just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Service. The easiest method to remain in online businesses for the long term is to always remember the ‘Golden Rules of Customer Service’
1. The consumer is usually Right
I worked in retail and catering being a summer job once i had been a teenager and in case a customer produced a complaint, even whenever they were being totally out of order, my boss always thought to me ‘the customer is definitely right’. Pay attention to them, learn what their concern is. Let them know you take them seriously, it’s essential to 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 ideal and the majority of 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 sure they are do all of the work, if it’s from your remit to resolve the problem yourself, pass it on to the relevant person inside your establishment and try and get a response to adopt back to the customer.
Keep these short and sweet. It’s factual that very few people read them, but also for the few which do, make certain it’s legible and to the point. The very last thing you wish to do is put your potential customers off from making their purchase.
4. Know your products or services
In the event you don’t know your products or services very well, then the probability is your customer should go elsewhere. It’s really important that the staff are trained well in order to reply to any queries that a potential customer may throw your way.
5. Client Satisfaction
This is really important. Your customer will appreciate you taking the time 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 need to xfryov any improvements. This can be a good way of creating more sales. Customer surveys are very powerful selling tools, you can utilize them to show your ‘trustworthiness’.
So stay in mind that if the goal of your internet marketing or SEO campaign would be to improve sales and gain new clients, then you must look very closely at the customer care, and make sure it it top notch.