Providing superior customer service in your online business is essential to building lasting relationships with customers and clients. It is an integral part of doing business on the internet. Note that even if you do not have a product and are not yet providing a service other than writing a very informative blog, consider your visitors as your customers or clients.
Understand What the Customer Wants: It’s important to understand buying triggers and purchasing behavior. I love to share products that I’ve found valuable with others. These may be free or there may be a cost attached. In the past, in my enthusiasm I often felt that if I liked and benefited from the product others would feel the same way. No so! It’s important to find out what people want, and just as important to remember that people do not always want what they really need.
People tend to buy from those they know, have established confidence in, and like. The good news is that you can achieve all of these things with your customers without ever meeting them face to face. It just takes some time, email messages with a slightly personal tone, followed by trusting actions. Most people can connect with these, and will feel they know you, even if they have never heard your voice or seen more than a picture of you on an internet web page on their computer screen.
Valuable Information: In order to keep your customers happy and coming back to you– to be your raving fans– you must provide a consistent supply of valuable information relative to your niche in the form of e-books, articles and reports as well as video and audio sessions. It depends largely on what your customer base needs.
Consistent Communication: Encourage your website visitors and customers to come back often by offering a newsletter or free product for them if they sign up for further information from you. Offering quality resources makes it easier for even the most reluctant person to divulge their contact information to you thus enabling you to connect with them on a regular basis. You can also use this means to determine what your customer needs from you so that you can fill the need.
Responding to Comments: As mentioned in the opening paragraph, you may not have a product or service for sale. However, your visitors to your blog should be shown the same care as you would give to a prospect or client. It could be viewed as a training or testing ground. When you’re in the habit of replying to comments or questions, then it will be much easier to respond to questions or comments your customers or clients make in the future.
Taking care of your prospects and customers is essential to keeping them engaged in your sales funnel. They’ll appreciate the effort you put in to the service you are providing when they see something of good or even great quality offered on a consistent basis. It’s what will keep them loyal to you, as well as have them recommend your site to their friends.
On a personal note: Two the areas I’ve committed myself to improve in providing superior customer service online and create raving fans is adding videos to my blog and sending autoresponders more frequently. How about you? Are you satisfied with your level of customer service online, or do you see room for improvement? Please share. We learn from each other…