Overdelivering: How To Stand Out From The Crowd
As an business owner promoting your products and services online
, your customers cannot see your face. They cannot hear your voice when you are recommending your products, and they cannot see the emotions on your face when you are telling your customers what benefits they can derive out as a result of using your products or experiencing your services.
The world wide web is a level playing field for every online provider and merchant out there. The sheer connectivity means that you can reach almost everyone who owns a computer, anywhere in the world. You're not limited by geographic constraints and it's possible for anyone to be your customer or client.
This is precisely why you need to overdeliver if you want to stand out from the crowd. When your competitors also have access to everyone in the marketplace, your only way of standing out and winning the battle is to overdeliver, again and again. By overdelivering, you present your business and yourself as a person with the customer's interest at heart. You will become a trusted friend rather than a greed-driven marketer who is only looking for their money. Overdelivering is more than likely your only way to differentiate yourself from your competitors.
You can begin overdelivering by providing stellar support for your customers. How often have you been turned away with rude responses when asking about a certain product you've purchased? Compare that with the number of times you have been provided very good service, as if you're being helped by a personal friend. The ratio is just off balance, proving how scarce good customer support is. By providing excellent support to your prospective and existing customers, and answering their every need patiently, you will gain customers whom are fiercely loyal to you because they know you have their best interest at heart.
When you provide superb customer support, you're already at least one step ahead of most of your competitors. Take it a step further and think: in what other ways or how can you over deliver to your customers?
One great way is to give your customers a pleasant surprise when they make a purchase from you. For example, if a customer buys your cooking utensils, you might provide a bonus recipe book for them. It is important however, not to use the bonus as an incentive for the customer to buy your products up front. In fact, your products must be good enough on their own to have the customer buy it in the first place, and the bonus must serve as a surprise element; you must not announce it on your sales page or in your product catalogue.
Most importantly, you must aim to build a long-lasting relationship with your customers. When a customer buys regularly from you, you could send greeting cards during birthdays and on every holiday, be it Christmas, New Year, Easter, even Chinese New Year! Your customer will continually think of you as a friend, not a business associate, and will favour you above other merchants because of the warm relationship you have established.
So, remember. If you want to stand out from the crowd and be a step ahead of your competitors, you must start overdelivering today!
by: Danette Hibberd
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