Online Marketing and SEO is perfect for bringing customers to your site, but how will you keep them loyal once they’ve found you?
Customer care can be just as necessary for internet businesses as it is for traditional ‘bricks and mortar’ establishments. In certain respects it’s much more essential, simply because you lose that ‘face-to-face’ contact that is so important in human interaction. Trust is very 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 excuse you can’t fulfill your order the you have to tell your customer. For example, I got a teapot for my sister and her husband for wedding present. I purchased said teapot from a well known and timeless brand. I arranged for the teapot to become delivered at my sister’s address when 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 sent to their address, to arrive after their honeymoon.
The delivery dates were stated within the purchase confirmation email, and it all seemed to easily fit in perfectly with the happy couple’s return. ‘Great’ I figured, ‘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 through the company explaining the teapot was away from stock, or that there have been a ruin in the order or delivery, but despite repeated email correspondence from myself they may have remained dumb. I am going to never buy from them again.
When you invest a lot of cash and time into drawing visitors to your website it really is crucial for you to do your level best to ensure they are faithful to you. After-all, from the customers’ perspective it’s far simpler to open a previously bookmarked website and purchase right from somewhere known and will honour your purchase, deliver punctually, or maybe necessary, keep you informed if things fail.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I will appreciate that my e-mail address recently 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 very, very effective if the sender delivers something of usage or value to the recipient. If you’ve screwed the order (when i suspect to get been the case in this situation), then it just makes your unhappy customer a lot more disgruntled.
The Golden Rules of Customer Care. The easiest method to stay in business online in the future is always to never forget the ‘Golden Rules of Customer Service’
1. The consumer is Always Right
I worked in retail and catering being a summer job after i was a teenager and in case a client made a complaint, even if these people were being totally away from order, my boss always believed to me ‘the customer is usually right’. Tune in to them, discover what their issue is. Let them know you are taking them seriously, it’s vital that you regain their trust. They may be far more likely to forgive human error when they know it’s simply a mistake, all things considered nobody is perfect and most people are reasonable.
2. Solve their Problems
When a customer features a problem, anything, do your level better to solve it. Don’t make sure they are do all the work, if it’s away from your remit to fix the situation yourself, pass it on to the relevant person inside your establishment and try and get a solution to take returning to the customer.
Keep these short and sweet. It’s true that very few people read them, but for the few which do, make sure it’s legible and to the point. The very last thing you wish to do is defined your potential prospects off from making their purchase.
4. Know your products or services
If you don’t know your products or services very well, then the likelihood is your customer goes elsewhere. It’s important that your staff are trained well so that you can answer questions which a potential consumer may throw the right path.
5. Customer Care
This is actually important. Your customer will appreciate you taking the time to ask should they be happy. Also, without asking your clients if they are happy with their purchase then you definitely will never know if you need to ylrwir any improvements. This can be an excellent way of creating more sales. Customer surveys are really powerful selling tools, they are utilized to show your ‘trustworthiness’.
So keep in mind that if the goal of your online marketing or SEO campaign is to improve sales and gain new customers, then you certainly must look very closely in your customer care, and ensure it it first-rate.