Six Keys to Improving Customer Service

Do your customers know who you are? Once upon a time, business owners knew their customers almost as well as they did their own families. Today’s consumers know you mainly by your Internet presence, which could translate into a lack of loyalty unless you make customer service a priority.

Here are 6 keys to keep customers coming back:

Get to Know Your Customers

Put a face and address on your Internet presence. Whether you’re operating out of your house or the high-rent district, letting customers know who you are and where you gives them confidence you’ll be around for the long run and can help grow your small business.

Contact customers on a regular basis to let them know about new products, sales, or special deals. One caution here. Don’t waste their time. Filling in boxes with too much mail is one sure way to have them click unsubscribe instead of building your mailing list.

Make Navigating Your Website Simple

    • Put text in user-friendly language.
    • Be descriptive and avoid generic labels like “about” or “products.”
    • Allow consumers to connect your content to social media.
    • Ensure page download times are fast.
    • Finally, take the extra step to make your site mobile web friendly.

Properly Integrate Business Components into a Site that Runs Seamlessly

Customers expect businesses to make an effort, take the extra step that will keep them coming back…again and again.

Making sure that happens means your website works without a hitch. That requires system integration. So what is system integration? It brings together all the components of your business in one place for optimum functionality. That’s what customers want.

Manners Matter

Just because you may no longer see the vast majority of your customers in person, doesn’t mean saying please and thank you have disappeared. Use those crucial words in your web interactions.

If you provide phone or online chat services, make sure customers are greeted, helped clearly and politely, and told thank you.

When Something Goes Wrong

Online or in person, this is where the real test of customer service lies. It’s easy to have excellent customer service when everything is going right, but if you fail the test when a customer is unhappy, you may lose them and everyone they talk to.

    • Resolve the situation quickly.
    • Offer them their money back or replace their product and offer coupons for free products or a discount for a return visit.
    • Go above and beyond what they expect and do it happily.

Free Shipping

Sure, this might cost you a bit of money, but it serves your customers in two ways: It saves them money and, let’s face it, finding out there are shipping charges on top of what you’re already paying for a product is enough to drive some customers away.

Conclusion

Customer service has not disappeared, but it does have a new look. Making an effort to provide online customer service can keep your customers coming back and help your business grow.

Do your customers know who you are? Once upon a time, business owners knew their customers almost as well as they did their own families. Today’s consumers know you mainly by your Internet presence, which could translate into a lack of loyalty unless you make customer service a priority.

Here are 6 keys to keep customers coming back:

Get to Know Your Customers

Put a face and address on your Internet presence. Whether you’re operating out of your house or the high-rent district, letting customers know who you are and where you gives them confidence you’ll be around for the long run and can help grow your small business.

Contact customers on a regular basis to let them know about new products, sales, or special deals. One caution here. Don’t waste their time. Filling in boxes with too much mail is one sure way to have them click unsubscribe instead of building your mailing list.

Make Navigating Your Website Simple

    • Put text in user-friendly language.
    • Be descriptive and avoid generic labels like “about” or “products.”
    • Allow consumers to connect your content to social media.
    • Ensure page download times are fast.
    • Finally, take the extra step to make your site mobile web friendly.

Properly Integrate Business Components into a Site that Runs Seamlessly

Customers expect businesses to make an effort, take the extra step that will keep them coming back…again and again.

Making sure that happens means your website works without a hitch. That requires system integration. So what is system integration? It brings together all the components of your business in one place for optimum functionality. That’s what customers want.

Manners Matter

Just because you may no longer see the vast majority of your customers in person, doesn’t mean saying please and thank you have disappeared. Use those crucial words in your web interactions.

If you provide phone or online chat services, make sure customers are greeted, helped clearly and politely, and told thank you.

When Something Goes Wrong

Online or in person, this is where the real test of customer service lies. It’s easy to have excellent customer service when everything is going right, but if you fail the test when a customer is unhappy, you may lose them and everyone they talk to.

    • Resolve the situation quickly.
    • Offer them their money back or replace their product and offer coupons for free products or a discount for a return visit.
    • Go above and beyond what they expect and do it happily.

Free Shipping

Sure, this might cost you a bit of money, but it serves your customers in two ways: It saves them money and, let’s face it, finding out there are shipping charges on top of what you’re already paying for a product is enough to drive some customers away.

Conclusion

Customer service has not disappeared, but it does have a new look. Making an effort to provide online customer service can keep your customers coming back and help your business grow.