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Can Your Customers Pay By Electronic Check?
What's the Real Story About Electronic Checks? Accepting electronic checks is essential to any business, and should not be overlooked. As many as 20% of America Online, Prodigy, and CompuServe users pay for their internet access by electronic...
Effective Online Advertising Tips
Helpful Tips for Increasing Your Online Sales
Once you’ve launched your eCommerce web site, you’ll need to show it off to the online world. Whether you’re paying someone to submit your site to all the major and minor search engines and...
Online Dropshipping in the UK - Starting a New Buisness
Online Dropshipping
One of the most appealing aspects of dropshipping is you can run your business from anywhere with an Internet connection. You could easily run a business like this in your spare time. You don't have to buy your stock in bulk,...
Web Design for Ecommerce
Your website is your tool for showing the online community an image of your Drop Ship retail business. Whether or not your business succeeds depends heavily on your website. If your website design is user-friendly, more visitors will purchase your...
Yahoo's Back!
I was all set to write an article predicting the future of search engines, when Yahoo dropped Google and replaced it with its own engine. Now that's big news. In less than twenty-four hours, Google went from about 79% of the market share to...
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Online Customer Service... Do it well or die.
Online Customer Service... Do it well or die.
There are some fundamentals in marketing anything, ONline or OFFline.
EXCELLENCE in customer service ranks very highly on this "must do" list... and digital marketers ignore this fundamental rule at their own their peril.
Why is it that some digital marketers think that the basic rules of marketing only apply to the OFFline world?
Excellence in customer service has ALWAYS been one of the tenets of a successful business. It has always made the difference between an average business and an extraordinary business.
For example, examine the success of a major, international hamburger chain. Do they sell the best hamburgers in the world?
No, they don't. However, one thing they've got completely right - and this company spends huge amounts of money training its staff to get it right - is customer service.
This company treats the customer service aspect of its business with the respect it deserves...and this is one of the primary reasons its become an international chain.
It has a Customer Service FORMULA.
So, how does this piece of information about an International Hamburger Restaurant chain relate to you and your web based business?
MULTIPLE effects X 10
Very simply it's this. Webmasters need to pay very careful attention to the elements that create business success in an offline world, and recognize that in the digital world the critical aspects of offline business success have just compounded the game tenfold.
So, is there a FORMULA for ONline Customer Service?
Well, yes there is... I've just made one up :-)
T.. R.. U.. T.. H
T=TRUTH creates trust. Tell the truth at ALL times. Unless you're an e-sociopath you'll forget your lies anyway. So, why bother?
R=RESPONSE, automatic. Always have an automatic - "Thank you for your query. We will respond
in person within 24-48 hours" - type message in place. This is VERY easy and inexpensive to set up.
The most sophisticated value-for-money auto response system on the planet can be found at: http://hyperTracker.com/go/WEBpro1/PAR/
U=UNDERSTAND that a query means an opportunity. The person emailing you has a problem.
If you treat this person well you have an opportunity to create a life-time customer who will actively promote you and your business.
This type of advertising cannot be bought. It's called Goodwill. Treat it like Gold, because it is.
T= TIMELINESS of a response from a Human Being. Whatever you've said you'll do in your automatic response, do it.
H= HELPFULNESS. If you have a web business, then you're in the HELPFULNESS business. It comes with the territory. .......................................................
REMEMBER THIS - Your sole purpose in business (ONline or OFFline) is to solve people’s problems, excellently.
Solve their problems well and you'll have a vibrant, lucrative business. This is called excellence in customer service.
Remember this - Your customers are only one click away from another web site, and its products.
Do ONline Customer Service well, or die.
Kenneth Doyle - e*Analyst http://www.feedyourhungrymind.com
___________________________________________________________
"If you haven't worked this out, you soon will. There's a lot of NONsense zapping around in cyber-space.
Find out what works, what doesn't... and what's worth your money." Subscribe to the e*Analyst ezine - mailto:editor@webpro.par32.com?subject=subscribe ___________________________________________________________
About the Author
Born with the promotional strategist's gene... followed by twenty successful years in Media, Marketing, PR and copywriting.
http://www.feedyourhungrymind.com
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