To Provide The Best Service You Must First Step Into The Shoes Of Your Customer

When you are inside a business, it is really easy to get into the habit of doing things one way

. You understand your product and service better than anyone, especially the prospects that you are trying to attract to your service. You have to make your service easy for your prospect to find, understand, purchase and use.

Purchaser behaviour as it relates to online services is very interesting. Half the battle is getting traffic to your website while the other half of the battle is converting the traffic into business. A large part of the population uses search engines like Google to research before making a purchase.

There are three key points in time where a prospect could leave your page and decide not to purchase.

Here are some interesting facts about purchaser behaviour online:

1.Research has shown that a large percentage of visitors that visit your site will leave in under 30 seconds. There must be an immediate and obvious call to action as soon as a prospect lands on your site. Too much content will detract visitors.

2.The Registration page is the next point that your prospect may have second thoughts. This is the first place that you will start to collect some information from your prospect. Many consumers and businesses get nervous when the time comes to start providing personal information online. Keep it simple, just gather basic information and make sure to get their email address as the next point where they may change their mind, which will be at the shopping cart (point of purchase).

3.The shopping cart is the most intimidating point of all because now comes the time to ask your prospect for their credit card information. Some ways to increase your prospects confidence is to use a recognized POS provider like Moneris or Paypal.

Here are some quick points to make it easier for your customer to do business with you:

-Arrange the user registration and payment to occur on the same page.

-Dont try to ask for too much information, stick to what you NEED to know gathering information is not worth losing your prospect all together

-Make your service easy to buy Offer free trials and promotion codes as another way to entice prospects to make a purchase

-Not everyone is web-savvy and may run into problems. This could translate into support calls and costs. Ensure that there is an abundance of help on your site. FAQs are helpful as is the ability for your customer to reset their own password.

Finally walk in your customers shoes. Have someone within your organization, who has not used your service, give it a try and have them record feedback about the ease of use. At the end of the day and as we often say Its not about you! Its about your customer! For more information about how to improve the service you provide your customers visit www.assureassess.com.

by: Courtney Jewell-McElroy

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