Welcome to this week’s edition of “Little Things”, a weekly blog series covering the small changes that you can make to improve marketing performance.
Last week’s topic was provide a phone number.
This week’s tip:
Too often, companies think that by the time their prospective customers get to them, they already have the answers to all of their questions. They think that ads, consumer research, information on their website and in brochures and FAQs spell it all out. That by the time someone contacts them or lands on the checkout page, they’ve made up their mind.
You have to be there to answer questions. That means real people with the right knowledge:
- Answering phone calls
- Answering emails
- Available via Live Chat
- Getting back to people quickly and succinctly
A slow response can cost you the sale if your competitor is quicker. A poor response can cost you the sale if the customer loses confidence. No response will almost always cost you the sale.
Customers have questions. You have answers. And how you provide those answers can mean the difference between success and failure.