Keep Your Online Customers Away From Your Competition

 Keep Your Online Customers Away From Your Competition

1. Stay In Touch
Stay in contact with customers on a regular basis. Offer them a free e-zine subscription. Ask
customers if they want to be updated by e-mail when you make changes to your Web site. After
every sale follow-up with the customer to see if they are satisfied with their purchase.

2. Friendly Web Site
Make it easy for your customers to navigate on your Web site. Have a "FAQ" page on your Web
site to explain anything that might confuse your customers. Ask them to fill out an electronic
survey to find out how make your Web site more customer friendly.

3. Easy And Free Communication
Make it easy and for your customers to contact you. Offer as many contact methods as possible.
Allow customers contact you by e-mail. Hyperlink your e-mail address so customers won't have
to type it. Offer toll free numbers for phone and fax contacts.

4. Teach Your Employees
Make sure employees know and use your customer service policy. Give your employees bonuses
or incentives to practice excellent customer service. Tell employees to be flexible with each
individual customer, each one has different concerns, needs and wants.

5. Impress Your Customer
Give your customers more than they expect. Send thank you gifts to lifetime customers. E-mail
them online greeting cards on holidays or birthdays. Award bonuses or discounts to customers
who make a big purchase.

6. Be Nice
Always be polite to your customers. Use the words Please, Thank You, and Your Welcome. Be
polite to your customers even if they are being irate with you. Always apologize to your
customers should you make a mistake. Admit your mistakes quickly and make it up to them in a
big way.