The Web is getting bigger and bigger. More and more people are using it and it is constantly expanding in terms of content, online services, the sheer number of users and active websites. Online business ventures are cropping up all over the place, but it’s getting increasingly harder to reach customers since there is so much content and the competition, regardless of the niche you are in. Moreover, customers are kind of restless in the online environment, constantly searching for new and interesting websites with fresh content and new options for dealing with old needs.
One of the issues business websites and web shops are facing these days is not just getting people to visit their websites but also to keep them interested. You get very few benefits from one-time visits to your web page, if you intend to make money from your online presence. The whole point is to create a steady fan base which will continually make you money and the only way you can achieve this is through immaculate customer service. Here are a few tips on how to reach this goal.
Offer benefits to loyal customers
You should always reward loyalty. Thanks to various metrics and log-in data, you can identify people who spend a lot of time on your website. You can surprise them with some discount offers, free stuff or some other gesture that makes them feel appreciated. This will build up even more loyalty, but make sure that you make it public so others can be aware of potential benefits of being regular customers.
Free content that is worth your users’ time
If you own an e-shop or an online service website, it is kind of hard to get people to spend time browsing through when they don’t need to buy anything or don’t need to use the service you are offering. This is why it is a good idea to have a blog which you will fill up with quality content related to the work you do or interesting subjects related to the niche in question. You can back it up with interesting photos, videos and so on, so you people can spend time on it because it is fun or educational.
Ask for feedback and use it to improve
The best way to create a loyal following is to take the opinion of your fan base into account when making decisions. This way, you can change the things they don’t like and improve in a way that will surely get a good reaction from them.
Show some respect
Don’t use spammy marketing or user information gathering techniques. People detest these kinds of moves and you will drive them away faster than you can say “Subscribe if you want to..” and that’s it… you lost them. You should give your people the option to subscribe but don’t blackmail them into decisions. Also, you should make sure that you are always courteous and respectful when you communicating with customers (yes, even with the ones that annoy you to no end) and update them when you are making changes to policies or pricing.
Offer great support
Anything that includes money transactions in the online environment needs to have high quality support. People are generally afraid of online frauds which are not at all a rare occurrence. Having great customer support will help you get their trust and convince them that you are offering a safe environment for business transactions. In cases of e-shops, people might be ordering products from halfway across the world and they need to be reassured that the product will arrive undamaged and on time. The best thing is to think about having a call center where people can actually talk to a human being. This is especially true for small businesses who haven’t established their brand yet.
It is easy to get carried away and start viewing your customers as nothing more than numbers and statistics. This has a tendency to reflect badly on customer service and the approach to customer relations. Remember, you are dealing with people so try to treat them as such. A kind word goes a long way and even when you made an error on your end, things don’t have to go badly. Hope this helps and I wish you good luck!