Is Your On-Line Business Customer Friendly?

Written by Philippa Gamse

Customer service is increasingly seen as one ofrepparttar most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," withoutrepparttar 109048 need for overtime staff, or lengthy voice mail procedures.

James Feldman is President of JFA, Inc., an online business offering high quality and unique gift items including automatic watch winders, Grundig shortwave pocket radios, and nitroglycerine pill fobs. The JFA Web site has been online since 1997, and has doubled its income every year - it's now a multi-million dollar e-commerce enterprise.

Jim, who's also a professional speaker and expert on customer service, highlighted for me howrepparttar 109049 online buying experience differs fromrepparttar 109050 bricks-and-mortar model.

Buying online eliminatesrepparttar 109051 physical presence and personality ofrepparttar 109052 salesperson fromrepparttar 109053 process. This makesrepparttar 109054 Web site copy critical in creating a one-to-one relationship withrepparttar 109055 customer or prospect.

Which echoes one of my favorite mantras:

Every page of your site should be written fromrepparttar 109056 visitor's point of view, not yours.

A visitor should be able to look at your offerings, and immediately answerrepparttar 109057 questions:

"Why me?" - that is, is your Web siterepparttar 109058 right place for me? "Why should I care?" - does this copy convince me that you can meet my needs?

It's much easier and immediate to jump from Web site to Web site than to move between real-world stores. Sorepparttar 109059 visitor has far more freedom of choice online. Jim says thatrepparttar 109060 challenge for customer service is therefore very clearly to focus on one customer, one purchase at a time. E-customers expect great service, with little or no direct interaction. They will tolerate some mistakes, but not many.

Jim offers five rules for effective online customer service:

1. Be accessible. Show very clearly on your site allrepparttar 109061 ways that your customer can contact you - including e-mail, phone and fax numbers, and your office hours.

And, if it's practical for your business, be personal - give your visitors a real person to call who has a name, as opposed to

6 Reasons Why E-commerce Sites Fail

Written by Andrew T. LaPointe

The World Wide Web is exploding. Everyday thousands of new individuals are usingrepparttar Internet to search out and purchase products. However, 95% of all Internet sites lose money. With so many customers online, why arerepparttar 109047 majority of websites losing money? Outlined below are six reasons websites fail. #1: Lack of Time Commitment: This isrepparttar 109048 foremost reason websites fail. The entrepreneur is not truly committed to succeeding onrepparttar 109049 Internet. This is expressed inrepparttar 109050 wayrepparttar 109051 entrepreneur expects success within a relatively short-term period. Success is expected within days, not months or years. This expectation is unrealistic, and interferes withrepparttar 109052 commitment needed to grow. The solution to this problem is to give your websiterepparttar 109053 time necessary to mature. #2: Inaccurate Marketing Plan: Internet marketing requires a different mindset from traditional brick-n-mortal marketing. This requiresrepparttar 109054 creation of a detailed e-commerce marketing plan. Many entrepreneurs need to understandrepparttar 109055 different types of marketing strategies online. The quickest and least expensive way to learn cutting-edge Internet marketing strategies is to readrepparttar 109056 newsletters ofrepparttar 109057 Internet. These are called e-zines. E-zines contain some ofrepparttar 109058 best marketing strategies onrepparttar 109059 Internet. You can locate some ofrepparttar 109060 best e-zines by conducting a search engine query usingrepparttar 109061 word "e-zine" #3: Dysfunctional Sites: This type of site is plagued with technical problems and design flaws. These types of problems can drive customers away from your site. Design flaws include illogical site navigation, poor combination of colors used in site creation, and improper use of text-size. Technical problems include slow loading pages and/or complete site crashes. Userepparttar 109062 following strategies to solve these devastating problems. To ensure your site is free from design flaws, get as much feedback on your site as possible. You could also hire a web consulting firm to review your site for possible design changes. Technical problems can be solved by including fast loading graphics and high-speed servers.

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