Archive for the ‘Customer Service’ Category

I had a client contact me today to make comments on the Zarbo website.  I wasn’t going to spend time breaking it down, but I did immediately noticed the URL strings.  I said, Zarbo would always struggle to gain organic prominence in the search engines because of the technology that was powering it.  Two hours later, my client sent me a Zarbo case study and told me I was wrong.  The key statement in the case study read:

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If you ever wondered what is is like for the Exceed Online Project Managers to deal with some customers, watch this video titled, The Vendor Client Relationship - in real world situations. 

It is the nicest and most accurate portrayal of what our Project team deals with on a weekly (sometimes daily) basis. 

Is this you?  If so, take care next time you put forward a request to your website project team.

Over a year ago I wrote an article which was not in favour of Online Loyalty functionality.  At the time, I felt (and still do feel the same) online businesses are trying to find lazy methods to lock in customers. 

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I have been very bad over the last few months.  My last post was back in June!  Exceed is growing and I have had no time to even think about writing a blog article.  However, this morning I wrote an email to a client and thought, I get this question all the time!  Then I realised, I have hundreds of great articles but all in emails to clients who ask great questions. 

From now on, if a new or existing client asks me a good question, I am going to throw it in here.  This is my first of many to come.

This morning a client wrote to me:

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My last article discussed how people get caught up in fancy technology and never even consider the online business fundamentals in meeting visitor needs and ultimately building credibility.  This article breaks down what you need to do to achieve this.

Whether you are a new or existing online business, when you have a first time visitor to your site, the product offering is important, but it is the methods in building credibility with the visitor that will determine whether they buy from you now, or come back to purchase later.

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The potential problem all online businesses face is, as sales increase, ROI decreases.  This is due to the increase in cost/resource to deliver the orders.  It is fine for online businesses to say they are acquiring 250 + orders per day through the website, but how profitable are they?   The automation of processes reduces cost and builds efficiencies.

The focus on fulfilment is two pronged, building fulfilment processes is critical in both building customer loyalty and in creating a scalable and profitable business.

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To acquire new customers typically costs money, whether it is online or off, so there needs to be methods in retaining and building their long term value.  True online customer service is defined as all the activities conducted once the customer completes a purchase.  This is referring specifically to the conduct of the customer service team towards their customers.  

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This approach is so simple, yet so powerful, that most clients mentally kick themselves that they had been wasting time struggling with how to do shipping online. It may take a little time to get your head around, however it has succeeded for every one of Exceed’s eCommerce clients to date.

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The process of connecting to a market has always been arduous for many.  For those who truly feel an online presence is key to growth (that should be all of you), the ability to implement a strategy around feedback loops is critical.  If you are a pure play, this is compulsory.  

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You may have noticed an increase in articles from me about Email Marketing lately. Other than it being one of my online areas of specialty, it’s also one of the lowest-cost / highest-return forms of marketing (online or offline); and with my background in wholesale and retail, show me something with such impressive returns from such a small outlay, and I can’t help but get excited!

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