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Editor's Note
01.23.01
Hello Webmasters and Webmistresses,
Ms. Lynne Schlumpf, the author of this article, is a story of
Internet success. She has learned how to build and market her site...
and she makes money. Over time, she has put what she has learned
through hard work into her own book, "The Little Website That Could,"
which she was kind enough to let me download so that I could review
it. I've learned quite a bit from this book.
Today's article is about giving your customer some really good
service so that they remember you and your company. Often it is
the service that you give that separates you from your competiton,
and I believe Lynne's article does a good job of breaking this down.
I hope that you enjoy this issue
Pete
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How To Bend Over Backwards To Make Sure You're Still Standing
Next Year
"I felt as though it was packed just for me."
Those were the most important words I'd read for the whole year
of 2000 because they summed up the year for my company to the
secret of our ecommerce success.
After purchasing an online item, a customer had taken the time
to fill out a customer comment form. What made her package and
all our other packages stand out from other stores? It was a
simple, personal touch.
Perhaps online purchasing has gotten too impersonal, and that's
not what most customers want. Will they ever buy from you online
again? The chances are slim. How can you make sure they do?
Here's what we do that makes the difference:
- Packages are carefully packed. Invoices and mailing labels are
rechecked by two sets of eyes. (in case one set is tired!) The
online order form is checked against the invoice and labels to
make sure they are accurate.
Are
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- Packages are almost always mailed within 2 days of the order.
This is the #2 reason we get great ratings.
- We ALWAYS include a free gift. This is the #1 reason we get
great ratings. People love surprises. It has been many things. A
nicely milled bar of soap with our company logo on it, a toy
keyring like Pokemon or Hotwheels, candy during the holidays, or
an ink pen engraved with our company name and web address. The
extra expense is minimal. They'll tell their friends about you.
- The CEO ALWAYS writes a personal note to every customer on a
nice card that says: "Thanks", and she signs the card personally
(no preprinted signatures). Included is the CEO's business card
in case the customer has a problem or question.
- The package is always shipped by air (Fedex if international or
USPS if US address). Sorry UPS! You've been late or lost too many
of our packages!
- Phone numbers and contact info are always clear on our web site,
as well as a very strict privacy policy about the handling of
credit card numbers and other personal information. You can see our
privacy policy by surfing here:
http://www.r66cci.com/privacy.htm
The next time you package something or offer a service online, wrap
it up as if you were mailing it to someone you love. If we don't
love our customers, we'll end up on one of those lists of Dotcoms
that disappeared.
Success to you!
Lynne Schlumpf had her first article published online right here in
WebproNews! She has since gone on to write a book, "The Little
Website That Could"
www.littlewebsitethatcould.net
www.r66cci.com
DigiChat provides everything you need to seamlessly
integrate chat into your site. Experience the power of DigiChat for yourself at:
DigiChat.com
According to an article in the Wall Street Journal, 87% of all
online purchases started are never completed. Now
with LiveHelper.com you can
increase sales and gain that extra edge on your competitors
LiveHelper.com
Would you like to know how your site is ranked
on ALL the top search
engines around the world? Use TopDog to
submit your site to hundreds
of the top U.S. and international search
engines
TopDog2000.com
We at the Editorial Team would like to thank all our readers for reading WebProNews.
We hope you find this information useful.
Peter Thiruselvam
Editor
The WebProNews Team
Expert in your field? We're looking for ARTICLES on web site design and
development, promotion, positioning, and e-commerce. Articles
should be in the 700 to 800 word range and include a 2 line
promotion of the author's site. Send submissions to: Pete@WebProNews
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webmasters and website owners. contact: Susan@WebProNews.com
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