Keeping Online Customers Away From Your Compettition

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.