Customer satisfaction is a factor that can make or break a business. Satisfied customers can potentially recommend products and services to others and become repeat customers. On the other hand, dissatisfied customers may never or rarely provide repeat business, and might even tell others about their dissatisfaction. This is why to alleviate things that irritate your customer, one should solicit product feedback.
The need to identify the areas customers may be having a less than satisfying experience is very important. How satisfied customers are with a particular physical characteristics such as functionality, prims, script load, and aesthetics of the product that they purchased? Identify the functionality that the product provides and have customers rate each aspect of its functionality separately on an even-numbered scale so that there is no neutral option available. Some businesses will create a notecard with a series of check-off boxes in it for this purpose, others might use an in-world survey kiosk or a web site.
Soliciting product feedback when the product you require feedback on is not really a physical product, but instead customer service and support offerings, is not quite as straightforward. One must examine sales and service to identify areas where customers may be experiencing a degree of dissatisfaction. It is difficult to ask open ended questions to identify these areas from customers, since most customers will not take the time to answer open ended questions, even though this type of information is the most useful form of feedback for a business.
Integration of the various holidays that occur throughout the year can benefit a business in many ways. Recognizing that many customers are looking for specific holiday themed merchandise can draw prospects toward your products and once they are in the door or visiting your web site additional interactions either directly or indirectly (such as through social media) will commence. Bundling related products together and offering seasonally-colored merchandise makes it easy to target holiday shoppers who are ready to purchase such items at an impulse.
Planning for an upcoming holiday should start a few months in advance so that appropriate merchandise can be created, decorations can chosen, and prospective customers know that you are recognizing their interests. The specific holidays that you participate in will depend on the demographics that you are trying to appease. Some holidays are specific to religion (i.e. Christmas) while others are regional specific (i.e. Fourth of July in the United States). There are even specific shopping events surrounding some holidays (i.e. “Black Friday” for in-person store visits and “Cyber Monday” for online purchases). However, be aware that advertising too far in advance of a holiday can be a turn-off for some customers.
Finally, when it comes to decorations for a holiday one will want to keep it new and fresh rather than rezzing out the same old decorations year after year (some of which might be utilizing inefficient scripts that does not take advantage of the new mono LSL scripting). Also be sure to establish a budget and stick to it when shopping for new festive decorations to ensure the business maintains a profit that still covers tier and marketing otherwise any additional sales as a result of the holiday will become a burden rather than a benefit.
One 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.