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Giving Customers What They Want

by Julie Martin

Wouldn’t it be great if you could tell exactly what your customer wanted to buy before they started browsing through your store? Unless you are psychic, this can be almost impossible. However, there are ways to get into your customers heads and see what your business is lacking or how it could improve.

Internet surveys or polls are one of the best ways to get in touch with your customers and see what it is they are looking for. They are very easy to set-up and your options are practically endless. You can offer a free gift, such as a downloadable e-book as an incentive for taking a brief survey. Not only will you get their answers to your questions, but you will be starting a relationship with these new customers, which can be invaluable.

You can ask questions that deal with your products, the overall design and effect your website has on them, questions with your customer service and other areas that may need improvement. If your sales are slow, it may be a good time to implement a survey to find the underlying cause. Don’t sit there and wonder why, get out there and ask your customers what they think. By asking their opinion, customers know that you care about them and about the products you are selling.

One thing everyone appreciates is something for nothing. If your sales are slumping, try adding a small gift for the customer, or a coupon on purchases in the future. This can make the difference between a sale and a customer passing you by. Internet e-businesses are fiercely competitive and the overall consensus is that you can find it cheaper somewhere else. You have got to be able to figure out how to reach your customers and make them happy.

Don’t be afraid to run promotions.

Sometimes, all that is standing in the way of your sale is a 10% price break. Business owners tend to get skittish when it comes to reducing prices, but some sales are better than no sales at all. Experiment with different discounts until you find the price point that seems to work for you. But don’t get complacent! Keep looking for similar products to yours at other stores and seeing what the competition is charging. By staying on top of your competitors, you can ensure giving your customers the best deal.

Customer service and a friendly attitude can make or break your relationship with current and future customers. Consider adding a live chat to your website, or even a message board so that you can communicate with your customers on a more personal level. It is a lot easier to sell something to a friend than a complete stranger. Make yourself available and approachable to your customers. One universal theme is that people buy from merchants they trust. Build these relationships and keep them strong.

One aspect of e-business that is often overlooked is the delivery of products once they have been purchased. It is very tempting to use book-rate or media mail to cut your shipping costs, but these methods can often take weeks for merchandise to arrive. When you purchase something online, you normally want the product as quickly as possible. This is the only true way that e-businesses can compete with brick and mortar stores. Allow your customers to select how they would like their products delivered, instead of forcing them to conform to your wishes. Make sure that the delivery types you offer are available in your area to avoid any conflict before it starts. It is also important to clearly state the length of time it will take before the product is shipped and the estimated delivery date before a purchase is made.

The best way to see what your customers want is to integrate what you look for when shopping online. We are all consumers and we all know what we want. If your business is doing something that you would never tolerate as a consumer, now is the time to make that change and see how you can improve your business.

Julie Martin is the publisher of “Iscawebs Internet Income eZine” a weekly eZine dedicated to increasing your online profits, no matter what you are selling. Julie also uses the “Plug-In-Profit” system to GREAT effect! http://www.iscaweb.com

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