Time is the Enemy
by Michael - June 16th, 2008 12:00 pm
The number one reason for a lack of customer dissatisfaction when they are exploring a new interactive agency website is something that is so easy to fix, it frustrates me beyond rationality when I find out that it is taking place on the part of one of my clients.
The Internet is about now. Customers want immediate gratification and if you don’t provide it, you can bet your rump that there’s someone out there who is hungrier and more dedicated to their ecommerce marketing work and they are going to end up stealing your piece of the pie.
Want to make sure that time does not become your enemy? Don’t ever – EVER allow a single customer service email go unanswered for any longer than 24 hours. Period.
If you go out of town, you’d better have reliable internet access to your email account every day. Every last one of those emails that go unanswered for longer than 24 hours is a potential sale that you have probably lost. You should do your best to ensure each inquiry is answered within 12 hours, as this increases customer confidence and as a result, your sales figures.
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