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It Is All About Customer Service!


In this day of terrible customer service, it should come as no surprise that serving your customers, also known as visitors to your web site, must be a top priority. Forget about return on your investment, how your site looks, keywords, meta tags, and the like. Are they important? Yes, of course. However, they mean nothing if you cannot attract and retain visitors to your site.

In 2002 I built a niche community for corporate flight attendants. I started off with a message board and then added web pages six months later. Traffic was decent with just the message board but it really took off when I created the web pages. The key? Customer service. In order to attract and retain my customer base I added a resume posting service. In fact, I allowed people to send to me a copy of their resume and I posted it on my site. I took the time to reformat each copy and added attractive backgrounds to each page. Next, I linked it to my site. How much did I get paid for this? Nothing! Why did I do it? Because it showed my customers - the visitors to my community - that I had a stake in their success. When you care about people, they will care about you and come back. And tell a friend. And click on your ads. And generate money for you.

I have also run contests where I have given away books, magazine subscriptions, and music CDs. The goodwill generated by the contest has strengthened my relationship with community members. I have come to know quite a number of my members personally, and have met some at conferences or have been in touch with them via email and phone calls. My members have helped me as much as I have helped them with advice that has thrust my community to the top.

Who has time for top notch customer service? You do! Push away from your keyboard and brainstorm how you provide superior customer service. Then, make a point to implement your plan on a regular basis. Do you answer all your emails from members? Are you even that accessible to members? Plan on responding promptly [within one business day] to all inquiries from site visitors. Always answer their questions to their satisfaction and thank them for their inquiry. NEVER come across as impatient or bothered. Hey, they do not have to visit your site, no matter how much of a niche you think you provide.

Altogether if you become more customer focused you will set yourself apart on the internet and that is where your success will ultimately come from. Customer service is sorely lacking in the business world, give yourself a leg up and make your site visitors happy by providing exemplary customer service at all times.

Matt Keegan is a webmaster and internet marketing guru. Matt runs the Corporate Flight Attendant Community at http://www.corporateflyer.net and http://www.cabinmanagers.com as well as the Aviation Employment Board at http://www.aviationemploymentboard.net. Both communities are strong performers in their respective categories.


MORE RESOURCES:

Customer Service - Google News

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Echo-U: Top 5 Tips to Cope with Customer Service - CommsTrader (blog)


Echo-U: Top 5 Tips to Cope with Customer Service
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Your customer service team should take notice when people are dissatisfied or downright angry and find swift solutions to their problems, putting procedures in place to avoid a complaint escalating. Ideally every business should plan ahead and make ...

Spirit Airlines Is Turning to Disney for Help Improving Its Customer ... - Travel+Leisure


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Spirit Airlines Is Turning to Disney for Help Improving Its Customer ...
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Spirit Airlines may be known for its affordable “bare fare” flights, but it's also known for skimping on customer comfort and service. While the airline has previously ...

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Customer service complaints against US airlines, ranked - Chron.com


Chron.com

Customer service complaints against US airlines, ranked
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The year isn't over yet, but it looks like air travelers are having fewer things to complain about in 2017, according to the U.S. Department of Transportation. From January to September of this year, passengers filed 1,434 complaints related to ...

StandardAero Launches Customer Service Portal - Aviation International News


StandardAero Launches Customer Service Portal
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StandardAero has launched myStandardAero.com, a service portal that customers can access via computers and mobile devices. The portal enables customers to review and approve squawks while directly communicating with StandardAero project ...

Purdue-based company developing software to improve customer service receives $750000 grant - Purdue News Service (press release)


Purdue News Service (press release)

Purdue-based company developing software to improve customer service receives $750000 grant
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perceive-team Perceive Inc. has received a $750,000 National Science Foundation grant to continue to develop a business to help high-end retail stores improve customer service through automated coaching of sales associates. The Perceive staff (from ...

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me - Forbes


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Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me
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Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Five Ways to Get (And Give) Good Customer Service This Holiday Season - Forbes


Forbes

Five Ways to Get (And Give) Good Customer Service This Holiday Season
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Stories of poor customer service are legendary; especially at this time of year. It seems every company and every customer has a tale of woe. There's the clerk who doesn't know/doesn't care; the voice mail system with endless hoops to jump through to ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


Los Angeles Times

Spirit Airlines turns to Disney to improve its customer service
Los Angeles Times
The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


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These Two Customer Service Formulas Can Improve Employee Performance By 100%
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Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

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