There’s more to customer loyalty than just repeat sales

teleportOne of the best ways to increase sales is to sell to your existing customer base and in order to accomplish that customer loyalty needs to be established. It is especially difficult in the virtual world to retain customer loyalty due to the fact that all transactions occur via the internet, therefore unlike in the physical world businesses no longer have a local economy advantage of being close to where the customers live. Prospects can simply teleport away to another location without giving it a second thought, therefore first impressions and post-sale follow up service is a must.

The same ease that allows potential customers to consider the competition can also be used to your advantage to check out the competition yourself. One must know as much as possible about their own customers as they do about the offerings of competitors to determine whether the products offered aligns with customer needs. This may require surveying visitors and/or asking follow-up questions after the sale to determine why the customer purchased your product over someone else’s. Once this information is obtained targeted marketing (in contrast to mass marketing) is used to both attract the right type of new customer and to encourage the existing customer base to come back and purchase more.

While direct one-to-one instant messaging with customers is effective, a strong social media presence is also a must. Face-to-face interactions are less likely in a virtual world, however when a purchased product is meant for public view then teleporting to the customer’s location can be beneficial. Not only does this show the customer that one cares about follow-up service it also allows the creator to see how their item fits into different environments which can lead to specialized features in future versions. Other forms of effective social media includes maintaining a blog demonstrating your expertise in an industry as well as replying to comments posted by others in forums.

Finally, the sales process itself needs to occur smoothly in order for that customer to return and purchase more. The store environment should be lag free utilizing low-impact scripts and a minimum amount of high resolution textures. In-world vendors should be online 24/7 and alternate methods of purchase available such as via web-based stores hosted by the virtual world provider. Product delivery should be timely once the in-world currency is transferred from the customer to the creator and all store policies needs to be made available both before and after the sale. In summary, if the sales process itself is not a positive experience for the customer then regardless of how high quality and useful their new purchase is they likely will not return to make additional purchases.

Taking a closer look at Business Strategy and Competitors

forumsWriting a business strategy and marketing plan is not required in order to start a new business, however it will challenge you to answer important questions regarding every aspect of your business. The business strategy should provide, at minimum, both short-term and long term goals and can be used as a blueprint when making decision during the course of business. One of the most challenging, yet very important, areas of the plan to investigate is potential competition. Such investigations of competitors may include lessons learned from failed competitors from the past, current competition, as well potential competition in the future should a non-competitor decide to expand their business into your market.

Many consumers will compare competitive products on price alone, therefore your marketing strategy should also determine it’s pricing position. The three common pricing methods are undercutting, matching, and premium. Undercutting the competition by pricing your products at a lower price has the potential of increasing market share, but could also suggest to potential customers that your products are cheap and low quality. Matching prices set by the competition requires including a similar feature set as other’s products, however it can be very difficult to stand out and gain market share if you are both selling the same similarly-priced quality items. Premium pricing allows you to stand out from the competition by highlighting exclusive features and an impression of high quality, however due to the higher price the competition might gain a higher market share in the short term.

Every business is unique in how they include social marketing in their long term e-business strategy, however the general goal is to increase interactions with both customers and prospects. Potential prospects will want to submit inquiries about available products including how they compare to the competition. Existing customers will have support inquiries on how to best utilize their recent purchase to benefit them and/or will request new features to be added based on advertisements received from your competition. It is important to reply to these inquiries and monitor review boards and discussion forums for communications between customers and prospects. Fortunately, many product review places allow a follow-up reply to be posted for all to see as a demonstration that the business owner cares about their customers.