Online Marketing and SEO is perfect for bringing customers to your site, but how do you keep them loyal once they’ve found you?
Customer care can be just as necessary for online businesses because it is for traditional ‘bricks and mortar’ establishments. In certain respects it’s even more essential, simply because you lose that ‘face-to-face’ contact that is certainly essential in human interaction. Trust is very important, in the event you can’t retain trust then you are carrying out a problem.
For eCommerce sites, it is crucial which you remain transparent, and, if at all you can’t fulfill a purchase the you have to inform your customer. For instance, I purchased 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 the teapot to get delivered at my sister’s address when i must admit to not having enough amount of time in the lead as much as the wedding ceremony, so I thought, that’s fine, I’ll have it shipped to their address, to reach after their honeymoon.
The delivery dates were stated in the purchase confirmation email, and it all appeared to easily fit in perfectly using the happy couple’s return. ‘Great’ I was thinking, ‘this all suits perfectly’. Unfortunately, 6 weeks on, my sister and her husband are still waiting for their teapot. I might not mind if I’d heard through the company explaining that this teapot was from stock, or that there have been a ruin in the order or delivery, but despite repeated email correspondence from myself they have got remained dumb. I am going to never buy from them again.
Once you invest lots of money and time into drawing website visitors to your site it is imperative that you do your level best to ensure they are faithful to you. After-all, from a customers’ perspective it’s much easier to open up a previously bookmarked website and buy right 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 will appreciate that my email address recently been put into a listing, this 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, very effective when the sender delivers something useful or value for the recipient. If you’ve screwed in the order (when i suspect to have been the situation in cases like this), this just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Service. The best way to stay in business online for the long term is to always remember the ‘Golden Rules of Customer Service’
1. The client is Always Right
I worked in retail and catering as being a summer job when I was a teenager and when a consumer made a complaint, even if these were being totally from order, my boss always thought to me ‘the customer is always right’. Pay attention to them, learn what their concern is. Tell them you are taking them seriously, it’s important to regain their trust. These are far very likely to forgive human error should they know it’s only a mistake, all things considered nobody is ideal and many people are reasonable.
2. Solve their Problems
In case a customer has a problem, anything, do your level advisable to solve it. Don’t make them do all the work, if it’s from your remit to solve the issue yourself, pass it to the relevant person inside your establishment and try and get a solution to take to the consumer.
3. Terms and Conditions
Keep these short and sweet. It’s factual that not many people read them, as well as the few who do, make sure it’s legible and to the stage. The particular last thing you wish to do is defined your prospective customers off from making their purchase.
4. Know your products or services
Should you don’t know your services or products adequately, then the chances are your customer should go elsewhere. It’s really important that the staff are trained well so that you can answer any queries that the possible client may throw your way.
5. Customer Satisfaction
This really is important. Your customer will appreciate you finding the time to inquire about should they be happy. Also, without asking your prospects when they are satisfied with their purchase then you will never know if you want to ylrwir any improvements. This is also a good way of making more sales. Customer surveys are really powerful selling tools, they are utilized to demonstrate your ‘trustworthiness’.
So keep in mind that if the aim of your online marketing or SEO campaign is always to improve sales and gain new business, then you must look very closely at your customer service, and ensure it it first class.