Your customers are the lifeblood of your online business so you should treat them with the respect they deserve. Here’s ten simple facts to keep your customers satisfied and increase your excellent reputation.
Customer satisfaction really is common sense, but we all need reminding every now and then!
Give as much free information and advice as you possibly can.
Make sure that whatever you’re giving is high quality information that truly helps them solve a problem. Your mailing list is all about building a relationship with your customers, and the more you give the better the relationship will be. When it comes to selling products, if you’ve gained your customer's trust, then it should make the process of selling something a simple extension of that trust.
When a customer makes an order through your website always send the goods as soon as possible. If you’re selling digital products then send a down loadable link immediately after they’ve paid for their order. If you’re selling physical products, then dispatch them as soon as you’ve received payment. You can state, for example, that you'll deliver in five days, but do your utmost to deliver in less than that.
People love surprises and you’re in an excellent position to provide them.
Give away free ebooks or software without telling your customers in advance and they’ll love you for it. Once again make sure that it’s something that’s excellent value and will help them solve their problem.
One of the worst things you can do is buy a mailing list and start sending unsolicited mail to the people on the list. If you want to know a fast way to ruin your reputation, this will be the top of the list!
If you’re selling products to customers as an affiliate, you should have used the product yourself so will know it’s value for money. You need to respect your customer's time – selling them someone else’s junk is not the way to do it!
Don’t harass your list with heaps of emails. If you’ve built a trusting relationship with your customers, only send one email a day after they join your list and then intermittently after that. They’ve trusted you enough to sign up, so don’t abuse that trust by spamming them. You must get an autoresponder if you’re going to email your list. This is a service where you can pre prepare your emails which are sent out to your customers automatically, and the service we use and highly recommend is:
Only sell intermittently.
No one likes getting a hard sell all the time.
If you respect your list, think about what you can do to help your customers. If they want to buy from you, they’ll do it when they’re good and ready. It’s fine to send reminders as everyone has a busy schedule, and you’re probably not at the top of their list of important things to do, so take it easy and only give them gentle reminders.
Be as accommodating as possible. If you have a 30 day return policy and someone wants to return something outside of the warranty period, just give them a refund!
While you’re about it, give them a discount voucher for your next product and send them a free gift 🙂
You never know what they might want to buy from you in the future. They’re still on your list, so they like you, it's just that they didn't like one particular product.
Always have an unsubscribe link on all your emails. If you built a good enough relationship with your customers and are selling products that are dealing with their customers problems, your drop off rate should be very low.
There’s no harm in trying to upsell other products when your customer buys from you. If they liked your first product enough to buy it, then they’re probably in the right frame of mind to buy something else from you. It would be a good idea to offer a discount on the regular price. Don’t forget, they joined your mailing list because they had an interest in your products, it’s just up to you to tell them how they’ll benefit from buying them.
So remember, if you want to build a loyal customer base, you must have a good relationship your list.
Treat your customers like the real people they are and they’ll be far more likely to reciprocate by buying your products. Simple 🙂
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