Two things are happening fast: the Internet is changing Everything and customers want a LOT more.
The Internet makes things transparent. Your Customer Service, your network, everything is available in a search. User Reviews is what Web 2.0 is all about. Web 2.0 is all about user generated content. People want to hear from other users what to expect when they spend hard earned money. Transparency.
Action for YOU: Video Testimonials from your customers.
Ideas: use SightSpeed and a conference call with each client and record it. Or video tape in front of the client's shop - a commercial for you both.The Internet means shopping 24/7. Cyber Monday will likely be bigger than Black Friday numbers.
- How easy is it for people to buy from YOU?
- How easy to sign up for your service?
- How many questions does your website answer?
You need to update your website! Why? If I have to explain it to you, you won't do it anyway. (But you can read Why here). I know. I know. I don't have time! Outsource it. There are many folks on Guru.com and elance.com that will redesign it for you. (Or call my VA, Ricki, and she can help you).
Luckily, Customer Service from the Duopoly is at best Poor. So you only need to be a little better than that to be Excellent. Your website can help. So can other tools like a Newsletter, Twitter, your blog, online classes or videos, a FAQ, network update widget, customer reminders (to upgrade O/S and to upgrade and run anti-virus), email reminders to back-up data. This is how you create revenue opportunities as well as Care for your Customers.