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  1. #1
    SitePoint Zealot
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    I am curious what you guys/gals do to maintain customer support/relationships with your customers? Do you use any particular software? Any tactics? Just wondering
    Darren Herman

  2. #2
    Payment Acceptance Expert jconley2's Avatar
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    The best way to increase loyalty and customer retention is to have your own opt-in newsletter. Use it to inform your previous customers and other subscribers about different topics related to your site. Also include special offers in your publication.

    This topic is quite large. Quite a few books written on customer retention. One I just finished was E-Service. You can check it out at Amazon or your favorite bookstore. I did a review on it the other month...you can see it here: http://www.merchantseek.com/feb01review.htm

    Rather ironic you've mentioned about this topic as I just got finished writing a 3 part guide on starting your own opt-in newsletter. If interested, check it out here: http://www.merchantseek.com/merchantnewz.htm You'll see the 3 parts links listed on that page.

    I'd also recommend checking out what information SitePoint has to offer and also Jim Daniel's article on it which can be found here: http://www.bizweb2000.com/contact.htm
    And a list of tools to help with your management and delivery of an opt-in newsletter can be seen here: http://www.bizweb2000.com/listmanage.htm

    Again, I believe that's probably the best way to "keep in touch."

    Those resources should give you a great start.

    Regards,

    Jim Conley II
    CEO/Founder - MerchantSeek
    Search FREE for a Merchant Account Provider based on your business needs and budget. We're your one stop information source on payment acceptance. Visit us at http://www.merchantseek.com

  3. #3
    ********* Addict jaiem's Avatar
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    A word of caution on the newsletter.

    Too many people opt-in then later forget they did or someone else uses their account and doesn't know they opt'd in. IOW, too easy to be accused of spam.

    It may never happen but it's a reality.
    Ocean View Host - Affordable web hosting plans for any business.
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    Quality People Providing A Quality Service!

  4. #4
    Payment Acceptance Expert jconley2's Avatar
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    I somewhat disagree with that....only because newsletters should not be used for direct e-mail purposes. Like posting special offers once in a while. That's a different story.

    If you keep up consistant contact with subscribers say every week or bi-weekly then there shouldn't be any problem at all. The whole idea is to get people to look forward to receiving your consistant issues and returning to your site. Always keep on time in getting your issues out. Don't just send them whenever you feel like it. Setup a fixed frequency to distribute your publication.

    It's also a good idea to post a small paragraph close to the top of your publication saying they signed up with this address and then having the subscribers address show up. This can be done by using any of the e-mail merge programs available like MailKing, Mailloop, etc.

    But it's important to keep on a consistant basis according to the amount of time you can allocate to it.

    Always remember to include an unsubscribe statement somewhere in each of your publications also...most put it towards the end, but a note about unsubscribing wouldn't hurt in the paragraph where you mention the address the subscriber used to sign-up. Let your subscribers know it's an opt-in list only and that they subscribed through your website
    (or whatever other subscription faucets you have in place), if they don't remember or no longer wish to receive it they can simply unsubscribe by doing "this and this." Make it easy for people to unsubscribe. They don't want to have to do a 12 step process in order to get off your mailing list.

    In conclusion... keep your mailings consistant, every week or bi-weekly is usually the best. Monthly if your time is very limited, but I wouldn't go over that. If you do this it should eliminate any issues of people considering it as spam.

    Regards,

    Jim Conley II
    CEO/Founder - MerchantSeek
    Search FREE for a Merchant Account Provider based on your business needs and budget. We're your one stop information source on payment acceptance. Visit us at http://www.merchantseek.com


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