Connecting with Customers
Creating and maintaining good customer relations is vital to your online success.
As you meet people, or become reacquainted with old friends, chances are very
good that they will ask you what you are doing now. This is your opportunity to
tell them you have a business on the Internet. Believe it or not, that simple
sentence is enough to provoke question after question. As you explain your online
business to your friends and associates, the typical reaction from them is,
“Wow, that is so cool!” As people ask questions, try to remember what they
are asking you, so you can later add clarify the content on your site.
Much of your success will depend on visitors who frequently return to
your Web site. These are the people who are likely to become your paying
customers. Here are some ideas to keep your potential customers returning
to your site:
-Start a Forum on your Web site. A Forum is a public discussion board that
allows users to read and respond to posts. While there are several types of
forums, you should try to stick with topics that relate to your website.
-Create an online journal, also known as a Blog. Blogs are a type of Web site
where ideas are expressed–and you would be surprised at the amount of
interest this type of site generates. Visitors will return if you keep updating
the content. After all, it is only natural to be curious!
-Polls and surveys are other forms of interaction that you should definitely
consider adding to your site. They provide a quick way for visitors to voice
their opinions and to get involved in your Web site. Be sure to publish
the results of your survey or poll to ensure your visitors return.
-Update your Web site frequently. Give your visitors a reason to keep
coming back. A Web site that has remained the same for two or three
years is dull and boring, so keep your content fresh and appealing.
-Start a newsletter relating to the topic of your Web site. A newsletter
is also referred to as an “e-zine”. An e-zine is an electronic newsletter
publication distributed via your Web site, but more commonly by e-mail.
The idea is to stay connected with your prospective customers by
establishing a relationship with your readers.
-Offer free resources to your visitors. These can be e-books, free reports,
an e-course, or even free advertising. Make your offers enticing and post
them on your Web site.
-Always be polite to your customers. Use words such as; please, thank
you, you’re welcome, regards, etc., even if the customer irritates you–
it’s all part of business. If you have made some kind of mistake,
take extra measures to make it up to your customer. More importantly,
respond quickly and admit your mistake.
Regardless of the matter, when your customer contacts you, it is very
important that you respond as soon as possible. Even if you just received
e-mail from a customer, and you cannot respond in full right away, do
send a simple message letting them know you have received their
message and you will be in touch soon. Give them a time frame if possible.
Although many online businesses have their support systems automated,
you would be surprised at how many people appreciate the personal touch
of one-to-one communication. As expressed by many of my clients, they
are impressed with the level of personal support I offer. That alone is
enough to generate repeat customers.
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Jullieanne Matheson