Customer Service And Internet Marketing
April 13, 2008 – 5:31 pmIf you're new here, you may want to subscribe to my RSS feed. Thanks for visiting!
Customer service and marketing are not always considered to be relatives, but they are as far as I’m concerned. There’s no better lead you can get that someone who is referred to your business by a satisfied customer. Not only is the lead free, but there is a powerful opportunity to sell someone who is coming to you because they were referred by someone they trust.
Customer service is always a chance to sell more
Think about any time you call the “phone company” to pay a bill or change an address. Do they let you do just that without trying to sell you additional services or features? Not mine. Whenever I call most companies, they usually take the time to offer something additional. That’s because these companies look at customer service as a chance to sell another product to a pleased customer.
Take their example and build it into your business. If you don’t make suggestions for people, they can’t buy. I am not recommending any type of overly pushy behavior, but rather actually concerning yourself with the needs of the people who are already at your site, interested, and have enough trust in your to call themselves customer. Solve their problems, and they’ll keep on buying from you.
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2 Responses to “Customer Service And Internet Marketing”
I agree with you, customer service is very important. And for some reason, a lot of companies involved with Internet marketing just don’t understand this part. Even huge companies like Feedburner (now Google).
They might have a great customer support, but it’s really hard to understand how it works.
Many (like Feedburner) will have all sorts of FAQ’s and discussion forums instead of a way to contact customer support (the easy way). If you have a problem or a question, you need to be looking all over the website for the answer instead of actually “talking” to a person.
Members end up not contacting them, and just becoming more frustrated. I agree on having FAQ’s and discussion forums to help solve stuff, but it’s more important to have an easy system to contact support.
And personal contact, as you write, can help you get more sales.
By Jens P. Berget on Apr 13, 2008
Jens, I agree. They could spend a little bit money having someone field emails or IMs and do themselves a big favor in the end.
By Darren McLaughlin on Apr 14, 2008