Posts Tagged ‘Life Blood’
Is It A Wise Investment To Buy Targeted Traffic?
Any online enterprise requires traffic to survive. Their are several other important matters just like website design, building a list, and so on however traffic is the life blood of any online business. Without traffic you simply won’t succeed on the web. With that said many sites present to offer you targeted traffic for which is apparently a pretty reasonable price. However you have to consider some critical indicators prior to deciding to buy targeted traffic.
A few of these websites offer to send 100,000 plus visitors to your web site for around 200 bucks. Now at first glance that sounds somewhat absolutely incredible deal. I must chime in on this and tell you just how There’s no doubt that buying targeted traffic is the biggest load of crap on the internet. Pardon me being so forthcoming about it, but it simply is what it’s. These websites state they send targeted real visitors to your site, however when I have used one of these programs my squeeze page converted only 1 in 1,000 to sign ups. This puzzled me because I have a 25-30% sign up ratio via organic traffic that I generate.
So according to my personal experience I would not try buying targeted traffic. These companies simply send automated visitors or robots to your site and claim they have sent real visitors. I’m not wanting to give all of these people a bad name this is just my personal experience. Buying targeted traffic is not nearly as effective as traffic generated from AdWords, article marketing, forum marketing, or any other type of organic traffic generation. Become proficient in one of these methods and you may be well on your way to making lots of quality web site traffic.
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Top Tips – Customer Satisfaction Surveys
Why bother?
Good customer service is the life blood of any business. Although you should try and attract new customers good customer service will help generate customer loyalty and encourage repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if you are not taking care of your customers, your competition will.
Online customer satisfaction surveys will demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.
Where to start?
Objective – As a first step decide what the main objectives of the survey are, in that way you will be able to retain focus and find it easier to decide what questions to ask.
Analysis – In addition to the objectives consider how you will analyze the answers having completed the survey.
Keep in mind that ‘closed’ questions (where a respondent is asked to choose from a limited number of responses) are much easier to analyze than ‘open’ questions (where the respondent can reply in anyway they want).
A great deal will depend on the expected volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.
Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to publicise aspects of your service that your customers may not be aware of.
Before publishing the survey read through the survey from a market research view point to confirm that you are asking the right questions in the right way and that your chosen answer format will provide you with feedback that will allow you to make informed decisions.
Next, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?
The ideal question will perform the following three functions:-
- Market research – provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
- Marketing – promote aspects of your business
- Information/Education – advertise a service that you provide that your customers may not have been unaware of
For example:- Do you find the in-store baby changing facilities useful?
By asking this question not only will the store receive good market research feedback on the facility they provide but they will also promote their facilities and advertise themselves as a family friendly store, even beyond those customers who have a specific need for the baby changing facility that has been provided.
Warts and all – to benefit most from a customer survey you need to be prepared to accept criticism.
A well designed customer satisfaction survey will enable you to identify problems so that they can be addressed; regular customer satisfaction will prevent complacency and give you early warning on where you might be losing out to your competitors initiatives.
What are the questions you should ask?
Although it is a given that each business is likely to have specific and unique factors that are important in providing good customer services there are common areas that are relevant to all businesses be they a physical store, online internet store or a service industry. The following are key areas to providing good customer service.
Communication – Are you proactive in making it easy for the customer to communicate with you?
When a customer telephones is the phone answered promptly; are enquiries about products or services properly handled? A good business will make every effort to ensure that whatever the customers query it is resolved by the right person, politely, quickly and fairly.
If a problem is not resolvable immediately do you promise to respond in a given time period and do you deliver on your promise?
Use a customer satisfaction survey to check that all your employees are perceived by your customers as being helpful, courteous and knowledgeable.
Location – Do your customers find it easy to visit you, if a physical store, is it conveniently located with good access?
Making it pleasant, making it easy – For an internet business it is important to ensure that your website is aesthetically pleasing and easy to use.
Regardless of the store being a bricks and mortar or purely an online internet store, is the store properly laid out, can your customers find what they need and is there sufficient information and help on hand to explain how a particular product works?
The right quality products – You should not only measure the quality of the service that you provide but you should also monitor that the products and services that you market are what the customer wants and closely match their expectations.
Value for money – Cheap or expensive is not always a good measure, value for money is.
Do your current customers consider the products you sell or the services you provide as value for money, if not, why not?
Speed and attention – Customers want their enquiries or queries to be dealt with quickly but attentively.
Are you doing everything to prevent any delays?
A good business will try to treat each customer as an individual, does yours? Customers appreciate attention but only if it leads to a quick and satisfactory resolution of the query.
Demographics and Specific issues – Take the opportunity to profile your customers, for example where do they live and what is their age group?
The more you try to understand your customers the better you will be able to target your business.
Within the survey allow customers to highlight specific problems and provide contact details.
What is next?
Having completed the survey analyze the results.
Trends – Identify common and specific areas where the customer service is failing.
Ask yourself if any criticism is valid, be honest to yourself, is there anything that can be done to properly resolve, or at the very least, minimise the problem?
Training – Are all employees properly trained and do they have sufficient knowledge?
Where staff training programmes have been implemented have they had a positive impact on the business?
Follow-up – If a customer has raised a specific issue through completing a survey ensure that they are contacted and that their complaint is properly addressed.
Don’t squander the opportunity to resolve a problem and keep a customer.
Continuously Monitor – Based on the survey results make changes and then re-measure by issuing further surveys.
If you are interested in tracking customer satisfaction and would like to see a sample survey for a store that demonstrates some of the above advice please view the following example that can be used as a customer satisfaction survey template.
