Users Engagement Strategy – Basic Courtesy

 

 

Basic courtesy goes a long way and there is no denying of this fact. Showing courtesy starts with your first interaction with the client. Following are few tips to keep in mind:

  • Be very polite while answering to your prospect’s query. If you are using a text messenger, then write complete sentences while answering. Don’t use chat language and especially slangs. Never write in All Caps. This is equivalent to screaming on someone.

 

  • If you are on a phone, then be very cautious about your words. Speak slowly and clearly. Always introduce yourself as soon as possible in the call. Create an impression through your voice and pitch that you are sincere, friendly, responsible and dedicated to resolve your prospect’s query and above all you are not hearing but listening. Paying close attention during telephonic conversation is very important. A client may not like to repeat twice or thrice or get answers which are not relevant to his query.

 

  • Never lose your cool no matter how rude or abusive your prospect is. Never try to win over an argument. Profanity, argument and anger are one of the fastest ways to lose your clients.

 

  • If you can’t provide 24/7 phone support, then clearly specify your phone hours on your website. You don’t want to irritate your prospects by not answering to their calls. Leaving a voice message on your answering machine is a good option. However it should be beautifully crafted. Provide useful information like when you will be back or when you can be contacted. Also encourage your prospect to leave back a detailed message so that you can later get back to him with all the needed information.

 

  • You should get back to your prospect in case he doesn’t call back. Don’t wait for his call. It is you who has to sell. Never put your prospect on hold for excessive amount of time. He may cut the call out of frustration and decides not to buy from you ever.

 

  • Call your prospects and thank them whenever they make a purchase or inquire about a product. If calling each and every client is not possible, then send them personalized mails. Avoid sending auto generated mails to your clients. Auto generated mails gives your client the impression, that he is just another number in your mailing list and you don’t care. It is just like playing a tape recorder when someone visit your store and inquire about a product. Generally auto generated mails send responses to some most frequently asked questions which may not resolve a specific query of your client and consequently encourages him to go to your competitor. There are plenty of mass mailing softwares available out there which claims to personalized e-mails.  But any sane person can easily differentiate between an auto generated mail and a personalized mail.

 

  • Never fail to respond to an e-mail query. This creates a negative buying experience. If you make a blunder or are not able to fulfil your commitment on time, then admit your mistake without making any excuse. Apologize in a manner that you really mean it and do your best to make you client happy.

 

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What is the difference between Digital Analytics and Google Analytics?


99.99% of course creators themselves don’t know the difference between Digital analytics, Google Analytics (GA) and Google Tag Manager (GTM).

So they are teaching GA and GTM in the name of teaching Digital analytics.

They just copy each other. Monkey see, monkey do.

But Digital analytics is not about GA, GTM.

It is about analyzing and interpreting data, setting up goals, strategies and KPIs.

It’s about creating strategic roadmap for your business.


Digital Analytics is the core skill. Google Analytics is just a tool used to implement ‘Digital Analytics’.

You can also implement ‘Digital analytics’ via other tools like ‘adobe analytics’, ‘kissmetrics’ etc.

Using Google Analytics without the good understanding of ‘Digital analytics’ is like driving around in a car, in a big city without understanding the traffic rules and road signs.

You are either likely to end up somewhere other than your destination or you get involved in an accident.


You learn data analysis and interpretation from Digital analytics and not from Google Analytics.

The direction in which your analysis will move, will determine the direction in which your marketing campaigns and eventually your company will move to get the highest possible return on investment.

You get that direction from ‘Digital analytics’ and not from ‘Google Analytics’.


You learn to set up KPIs, strategies and measurement framework for your business from ‘Digital analytics’ and not from ‘Google Analytics’.

So if you are taking a course only on 'Digital Analytics’, you are learning to use one of the tools of ‘Digital analytics’. You are not learning the ‘Digital analytics’ itself.

Since any person can learn to use Google Analytics in couple of weeks, you do no get any competitive advantage in the marketplace just by knowing GA.

You need to know lot more than GA in order to work in digital analytics and marketing field.


So what I have done, if you are interested, is I have put together a completely free training that will teach you exactly how I have been able to leverage digital analytics to generate floods of news sales and customers and how you can literally copy what I have done to get similar results.

You can sign up for the free training here: https://learn.optimizesmart.com/registration-web-class

I truly hope you find it helpful.  

My best selling books on Digital Analytics and Conversion Optimization

Maths and Stats for Web Analytics and Conversion Optimization
This expert guide will teach you how to leverage the knowledge of maths and statistics in order to accurately interpret data and take actions, which can quickly improve the bottom-line of your online business.

Master the Essentials of Email Marketing Analytics
This book focuses solely on the ‘analytics’ that power your email marketing optimization program and will help you dramatically reduce your cost per acquisition and increase marketing ROI by tracking the performance of the various KPIs and metrics used for email marketing.

Attribution Modelling in Google Analytics and Beyond
Attribution modelling is the process of determining the most effective marketing channels for investment. This book has been written to help you implement attribution modelling. It will teach you how to leverage the knowledge of attribution modelling in order to allocate marketing budget and understand buying behaviour.

Attribution Modelling in Google Ads and Facebook
This book has been written to help you implement attribution modelling in Google Ads (Google AdWords) and Facebook. It will teach you, how to leverage the knowledge of attribution modelling in order to understand the customer purchasing journey and determine the most effective marketing channels for investment.

Himanshu Sharma

Digital Marketing Consultant and Founder of Optimizesmart.com

Himanshu helps business owners and marketing professionals in generating more sales and ROI by fixing their website tracking issues, helping them understand their true customers purchase journey and helping them determine the most effective marketing channels for investment.

He has over 12 years experience in digital analytics and digital marketing.

He was nominated for the Digital Analytics Association's Awards for Excellence.

The Digital Analytics Association is a world renowned not-for-profit association which helps organisations overcome the challenges of data acquisition and application.

He is the author of four best-selling books on analytics and conversion optimization:

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