You may not think of online customers as people that you need to ‘interact’ with, but all consumers want that personal touch. There are several ways that you can make even an online business feel more personal and show that you appreciate your customers. Here are a few ways of reaching out to internet customers.
- Communicate about purchases. Your customers should not close their browser window and be left to wonder when and if their order will arrive. You can be a good small business communicator by sending emails telling them when you have received their order and when it has shipped. This will make them feel more positive about your brand and assuage any fears about the online buying process. If you include branded information (such as your logo design) in your emails, it will allow your customers to build a relationship with your small business brand.
- Ask for feedback. Your customers probably want to give you feedback, especially if they are unhappy with some aspect of their buying experience. Ask for feedback after the order has been completed and also after they have received their products. This will give them the ability to vent (or to rave about how much they love their order) and allow you to address issues and build a relationship based on good communication.
- Solicit reviews. Do you allow reviews on product pages? If not, it is time to start! In addition, you can ask for reviews on social networking sites such as Facebook and Yelp. This will give customers the opportunity to share their feelings about your business and your products while also building your online reputation. Potential future customers will feel good about buying from you if they can see that other customers have had satisfactory experiences. If your customers become Facebook fans or Twitter followers, you will have the opportunity to build a real relationship and have a better chance of getting repeat business.
- Offer good contact information. You should have contact information not just on a dedicated contact page, but conspicuously placed on every page in your website. Place an email address or other contact info in your footer or in a sidebar. This will enable you to interact with customers and address any problems that are barring your website visitors from buying. If possible, offer live chat or telephone support as well so people can get help immediately.
- Blog. Blogging is not just good for search engine optimization and brand marketing, it is a valuable interaction tool as well. It is one of the only venues in which you can talk to your customer base and they can comment back, simulating a real, in-person conversation. If you don’t have a small business blog, it is past time to start one.
It may be more challenging to interact and build relationships with customers that you never see in person, but it is still possible. In fact, it is crucial for building your small business and promoting your brand.
