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E-business: A business necessity?
E-business (electronic business) is not only about buying and
selling, but also servicing customers and collaborating with
business partners on the Internet.
In the late '90s, e-business was seen as the Holy Grail of
commerce -- the next big...
Ethics in Online Marketing- Can I trust this marketer?
About a year back, I was impressed by the offer of one
established internet marketer who styled himself as an search
engine optimisation expert and was offerring a mentoring program
on website creation and promotion for adsense, for an...
If you Sell a Product, Use Online Marketing, Part 2
If you Sell a Product, Use Online Marketing, Part 2 Judy Cullins ©2003 All Rights Reserved. When you offer your products via an email campaign to get people to visit your Web site, or sell direct through email, you reap many rewards--you...
Search Engine Positioning Going Mainstream
Lately, using doorway pages to gain top search engine positioning has become a major topic in Web circles. Doorway pages, also known as entry or bridge pages, are Web pages designed specifically to rank highly on the unique ranking algorithms of...
Using Your Online Presence to Drive Offline Sales from Your Customer Base and Beyond, Part 2
Copyright 2005 Tom Swanson In the last article in this series, I talked about a few basic ways to drive in-store sales by using your online presence. In this, the last installment of the series on this topic, I’m going to cover some more...
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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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