Web Tip of the Month - January 07

This Month's Tip - Are You Listening?

As a business owner, you know the importance of customer feedback. After all, it's the customers who make or break any business and who knows more about their needs and wants than the customers themselves.

Maybe you ask you clients directly or supply them with a customer survey form. But what about your web site?

Too many web sites miss the opportunity to give clients and potential customers the ability to tell them directly, what they want. Wait, you say, I have a contact page with the address and phone number. But what if they aren't surfing during business hours? What if they are using a dial-up connection? (Yes, people still use dial-up; statistics show that only 40-45% of Americans have broadband connections). What if it's less trouble to click over to another, more friendly web site? Don't put up obstacles when the solution is easy: a contact link.

A simple, easy-to-spot link on all your pages allows the viewer to contact you as soon as they have a question. Do you customize? Your customers will need a way to give you the details.

A contact link is flexible and convenient for you and your clients. Your options can run the gamut from a simple email link, to a detailed customer satisfaction form. Some questions you might include:

• How did you hear about us?
• What additional information would you like to see on our web site?
• How can we make ordering online easier?
• What additional services/products would you like us to provide?

The main thing is, the customer knows that you're interested in her/him and in this day of automated responses and maze-like voicemail that can go a long way.

 

Don't want to invite spam by having your email address on your web site? Next month we'll examine options that allow your customers to reach you without leaving you exposed.

Remember, on the web, your web site is you

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