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#3.15: The “Connected With Your Customers” Issue

1> Reach Out And Help Them
2> Offer Incentives For Consumer Feedback
3> Don’t Miss A Misdirected Message
4> Check it out: Bribe Them With Rubles

1> Reach Out And Help Them

What do you do when you’ve gotten the customer to your site, but they hesitate before making a purchase? Or maybe they’ve filled a shopping cart, but aren’t completing the sale. LivePerson has a small business solution called LiveEngage that lets online merchants get more proactive in closing sales. It lets your customer service reps send a pop-up message to a single web surfer who may need a little extra push with a specific call to action. So if a visitor seems to need help choosing the right product, a sales rep can send that shopper a pop-up invitation to retrieve a special offer, or initiate a live chat for further guidance. If someone’s shopping cart is full but they haven’t checked out, LiveEngage helps preempt shopping cart abandonment by offering live assistance in completing the sale.

THE LESSON: It takes time and money to get customers to visit your site. Don’t let them leave without doing all you can to convert a prospect to a buyer.

MORE INFO:
http://www.liveperson.com/sb/liveengage.asp

2> Offer Incentives For Consumer Feedback

Cover Girl wants to know what their customers think of their web site. They want to know what works, what doesn’t, and how they compare to competitors. Visit covergirl.com and they’ll offer to send you a coupon in exchange for your completing a short survey about the usability of their site. These surveys are easy to build and they offer valuable customer feedback. And as an added bonus, Cover Girl gets the opportunity to collect consumer addresses (which are needed to mail the coupons).

THE LESSON: You want information. They want discounts. Make an offer they can’t refuse and start collecting valuable data.

MORE INFO:
http://www.covergirl.com

3> Don’t Miss A Misdirected Message

You’d be amazed at how many requests for information, product orders, customer feedback, and more end up in your automated email inboxes. We’ve found more than one new client who had replied to this newsletter — to the “unsubscribe” email address. No matter how clear the contact instructions may be on your site or in your email, a customer will communicate with you when he or she is moved to do so. They may reply to an autoreply or a newsletter, or even send a sales request to your web master. Whatever the case may be, make sure that every message in every mailbox — even email addresses directed to automated servers — is being seen by human eyes. You never know when your next customer or client may have landed in an abandoned mailbox.

THE LESSON: Any communication with your company is a prospect for you. Know all the ways a message might possibly come in, and have a real person on the lookout.

4> Check it out: Bribe Them With Rubles

The Educational Coin Company sells real but discontinued currency from more than 200 countries. Why not give away 5000 Ukrainian Karbovantsivs with every order — only $100 for 1000 bills!

MORE INFO:
http://www.educationalcoin.com/

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