Today I had the pleasure of interviewing Deb LaQua about automating a new Internet business. This was a great call for people who are new to Internet Marketing and are overwhelmed by the sheer amount there is to learn. She shares where to start and had a great piece of advice: “concentrate on what you need to do next and just do it. You don’t have to learn everything before you start because by the time you get around to implementing the more advanced strategies, everything will have changed anyway”. Such great advice for the many people who feel they have to understand everything about building an Internet business before they start. So just do it!
Deb had a great way of explaining the important steps you need to consider to make sure your web site provides a great buying experience for your customer. She relates it to the perfect buying experience you have when you go into a shop. I don’t know about you, but great buying experiences in shops are far less common that terrible ones.
Let’s walk through the ideal buying experience……
1. I got exactly what I was looking for immediately – no need to search around
How does this relate to your Internet business? When people come to your site, make it easy for them to find the products or services they are looking for. Sometimes people need a bit of time or more information before they buy. Make sure they get what they need – even if they don’t ask!
2. Ease of use and convenience
How does this relate to your Internet business? Is your site full of fancy bells and whistles that just slow everything down? Provide the information your visitors need to make purchasing decisions. If they have to spend more than a few seconds to find what they want, they’ll just hit their back button and try someone else.
3. Critical information was provided to help me get the most value from my purchases
How does this relate to your Internet business? Do you sell a product or service that has special care instructions? Or can you provide a ‘Quick Start Guide’ to help people start using it correctly within a few minutes of receiving it? Are there a few places people get stuck or mess up? Tell your customers up front! Help them avoid the problems and get immediate results.
4. Related products were recommended to me based on my purchases – up-sells!
How does this relate to your Internet business? Are there other products and services that your customers might benefit from as a result of their purchase? Are there critical prerequisites they need to know in order to have success with your product? Are there follow-up products that will help them after they use what they just bought from you? You’ll want to let them know what you have to offer.
5. Checking out was a breeze
How does this relate to your Internet business? Make the ‘call to action’ on your site easy to use. Are you asking them to opt in to your list? Make the opt-in form clearly visible and easy to use. Are they buying a product or service? The ‘Add to Cart’ button should be clearly visible – and it should do what it says!
6. Customer service was provided after the sale
How does this relate to your Internet business? Do you sell a product or service and find that sometimes after receiving it, people decide they really don’t want it, can’t afford it, or don’t understand it? Buyer’s remorse is all too common, and often has little to do with the value or quality of the product. If you provide followup communication with your customers, you can drastically reduce returns and complaints – and increase customer satisfaction!
7. Asked me what other products and services I might need or want.
How does this relate to your Internet business? You’ll want to start talking with your prospects and customers right away. You want to know exactly what they need and want – so you can develop it or find it, and then offer it to them.
8. Future offers were made that were of high value to me
How does this relate to your Internet business? Quite often businesses will offer ‘loss leaders’ to initially attract prospects and customers. If you are offering just one product or service, especially if your profit per sale is low, you’ll have a difficult time making your business work. Always be looking for more relevant products and services to offer to your prospects and customers – and make sure they offer great value and answer a need or want your customers have expressed.
9. The whole experience made me a customer for life and a source of new referrals
How does this relate to your Internet business? Wouldn’t you love it if your prospects & customers were also your best marketing? If they told their friends and referred them to you? And they can also become business partners with you – as affiliates – so you can have salespeople who love you, your products and your services, out there working for you. And you pay them a commission for results. Nobody on salary!
You can find out more about Deb and the brilliant offer she has made for our readers at http://www.wonderfulwebwomen.com/recommends/profitablebusiness
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Hi Janet
Today was the first time that I have managed to listen to one of your interviews. I was really impressed with the way you interviewed.
I think that your article is a really clear outline of the key aspects of the interview.
Well done and thank you