You might just get away for a time with marketing a substandard product but as you well know as a responsible small business person, you’ll never get away at any time with providing inferior service. You’ll be found out in a hundred different ways. In the bricks and mortar environment the essential elements in the provision of good service tend to vary from one industry to another, but they are all directed towards the one end: keeping the customer happy. No one lasts long in retailing, for example, unless time and energy are constantly expended on matters such as enhancing store lighting, improving ease of traffic flow, extending the range of options to pay, and excelling in customer care.
Why The Internet Presents An Avenue Of Opportunity
The pressure is unrelenting and the demands increase in tandem with the changes in trading patterns occasioned by the phenomenal growth of information technology. And yet in this very technology lies an avenue of opportunity if we but take the time to examine it. Most small businesses nowadays have an internet presence of sorts in the shape of a modestly constructed website. But how many of them use it for the purpose the web was invented: the receipt
and distribution of valuable information?
Your website provides a powerful way to foster good customer relations and to engender loyalty by providing a constant stream of information on all matters relating to service.
It’s Called ‘e-Service’
Here’s how it works and you can tailor it to your own particular requirements.
8 Secrets For Successful E-Service
Effective e-service, despite the apparent obstacles, is actually a very achievable goal. As numerous successful implementers have demonstrated, it simply requires the right principles, practices, and tools. Eight basic attributes make web-based customer support work for any business, no matter how small:
These simple procedures can make the difference between online success and online failure. As so many operations continue to demonstrate, online success not only has an impact on how a company
is perceived by its customers, but also on how it is perceived by internet users
en masse.Visit
www.rightnowtechnologies.com for a comprehensive review on all matters relating to the successful implementation of your own e-service facility.
Why It Pays To Survey Your Website Visitors
A good way to kick off your e-service project is to set up a simple ‘feedback’ form. Asking for feedback from visitors to your site is one of the best ways to obtain suggestions about improving your merchandise—and an online survey is a fast, convenient and inexpensive method to gather information, including:
Always respond quickly with a ‘thank you’ email for their participation. This helps create a bond that keeps customers and converts prospects.