'Customers' Success Modules
 How
do you gain the trust of your website visitors and encourage
them to keep returning to your site? At what point are you
able to convert them into paying customers? How do you maximise
the potential life-time value of each customer?
Modules in this section:
1. Understanding your Website Audience -
2. Building
Relationship and Trust with Your Prospects
3. How
To Keep Your Customers
4. Building
Your On-line Community
 Understanding
your Website Audience -
(i). Website Statistics
We analyse all available website statistics. If your current
web stats programme is insufficient we are able to analyse
your raw log data. If you have an in-site search system which
records searches made we can also use this data in our analysis.
From the available data we will compile a comprehensive report
that will provide you with new insights into your website
visitors - who we prefer to consider as your potential
customers.
As well as interpreting the data, we will make recommendations
for how you need to adapt your on-line marketing strategy.
Aspects covered include:
- How your visitors found your website
- Where you need to strengthen your key entry pages
- Where and why visitors leave your website
- Weaknesses in the 'logical path' of your website
- Geographic location of your visitors
You will receive:
- A comprehensive PDF document with analysis and clear recommendations.
- x1 45 minute telephone e-Mentoring follow-up session to
supplement the information provided in the report.
COST: £350.00
($US 631.00 / €518.00)
(Item no. CU001)
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Understanding
your Website Audience -
(ii). Information Gathering
Our starting point for this module is to identify the key
information about your website audience that you do not know.
What facts do you really need to have at hand for you to be
able to plan for greater on-line success?
The following channels will be explored in their potential
for yielding the information that you may require:
- on-line customer surveys
- integrated feedback systems
- cookie trackers
We will propose strategies for gathering the information
that you require which you can then use for instructing your
programmer to implement.
You will receive:
- x1 45 minute telephone interview and email questionnaire,
required for us to fully understand your needs
- A comprehensive PDF document with analysis and clear recommendations.
This will include:
- proposed questions and structure of any customer surveys
- proposals for incentivising survey participants
- implementation plans for any proposed feedback systems
(can be used as the functional brief for a programmer)
- advice on any suitable 3rd party tracking and data-mining
software products
- suggested improvements to your sales process to facilitate
better gathering of important data such as customer
feedback and opinions
- x1 45 minute telephone e-Mentoring follow-up session to
supplement the information provided in the report.
COST: £500.00
($US 902.00 / €740.00)
(Item no. CU002)
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Building
Relationship and Trust with Your Prospects
We explore the various strategies for encouraging your website
visitors to provide their e-mail address so that you can keep
in contact with them.
An intelligent strategy will enable you to deliver helpful
information about products or services that your visitors
require without resorting to hard-sell tactics. They will
even thank you for being so attentive to their needs!
We will explore the following techniques for capturing your
visitors' contact details and then eventually converting them
into paying customers:
- 'interactive' sales letters
- feedback questionnaires
- use of incentives such as eBooks, on-line courses, etc
- use of auto responders:
- designing your timed 'letter' series
- creating targeted mailing groups
- opt-in form strategies
You will receive:
- A comprehensive PDF report.
- x2 45 minute telephone e-Mentoring follow-up sessions
to supplement the information provided in the report.
NB: Copy writing is not included. If you require us to write
the auto responder e-mails for you please see the Message
module 'Option
C - Copy writing for auto responders'.
COST: £400.00
($US 722.00 / €592.00)
(Item no. CU003)
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How
To Keep Your Customers
It is likely that you had to fight hard to win each new
website customer and you may have had to spend a considerable
amount of your profit margin to achieve each first-time sale.
It is therefore vital that you maximise the potential 'lifetime
value' of each of these customers.
By nature, the consumer is very loyal. If they are happy
with the product or service that you provide and they feel
secure doing business with you they will likely reward you
with their ongoing custom. But you need to ensure that you
give them good reasons to keep buying from you and that you
keep their trust.
We look at the range of products and services you offer and
assess how much you are currently tapping into the potential
lifetime value of each of your customers.
We also examine your entire on-line business plan and sales
process, showing you where improvements can be made, including:
- advice on sourcing and developing new products and services
- developing your back-end sales process
- up-selling techniques
- customer follow-up techniques
- after care service
- we explore other steps you can make to keep your customers
loyal and happy such as:
- guarantees and warranties
- discounts and special offers
- customer privileges and rewards
You will receive:
- A comprehensive PDF report.
- x3 45 minute telephone e-Mentoring follow-up sessions
to supplement the information provided in the report.
NB: Copy writing is not included. If you require us to write
the auto responder e-mails for you please see the Message
module 'Option
C - Copy writing for auto responders'.
COST: £700.00
($US 1263.00 / €1036.00)
(Item no. CU004)
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Building
Your On-line Community
Many businesses have the potential for creating community
on their website. This involves giving visitors and customers
the opportunity to meet, interact and exchange information,
based around the themes and issues relevant to your products
or services.
Sometimes referred to as building 'brand community', your
website can become a focal point for people, giving you additional
credibility and increased market exposure.
We will explore the potential your business has for building
brand community and thus increasing the 'stickiness' of your
website.
Aspects covered will include:
- on-line forums
- chat facilities, live support and instant messaging
- tele-conferences
- on-line events, guest appearances, clinics, etc
You will receive:
- A comprehensive PDF report.
- x2 45 minute telephone e-Mentoring follow-up sessions
to supplement the information provided in the report.
COST: £300.00
($US 541.00 / €444.00)
(Item no. CU005)
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