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Online_Customer_Service_Do_it_well_or_die
| 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 peoples 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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