I will buy from you again and again and again:
If your in-stock claim is reciprocated by a prompt delivery
If there are no hidden costs involved: if a product is priced at $10 on your product catalog page I should NOT be made to pay $18 for all the add-ons by the time I place the actual order
If you promptly respond to my queries
If my complaints and other issues are resolved without unwarranted delay
If your customer service department delivers exactly what is promised
If you can clearly show me how your product functions/works and how it is going to benefit me
If your shopping pages load fast and smoothly
If you can make your checkout point easy for me to complete my purchase
If you visibly disclose a return policy; when the deadline for return is; and if you tell me when a receipt is needed
If you show appreciation of my patronage through your enduring commitment to customer service and satisfaction
If you can help me select and buy the right product for my specific requirement when I am not sure what is best for me
If you can tell me at the outset how much the product is going to cost me after adding shipping and handling charges
If you are not trying to make a quick sale while not having the product in your stock
If I am easily led to a page that clearly, and in easy language, states your store's general policies
If you don't make tall, baseless claims about pace of service and delivery
If you seek my honest opinion regarding your business and what it offers and if you show concern about anything else I may need
If the security of my privacy is guaranteed: the security of my credit card, email address and other sensitive information stringently remains uncompromised
If your privacy policy strictly protects customers' interests
If my credit card transactions proceed on secure server
If every buying experience with you becomes a pleasant experience
and I will not rant against your business and/or services here and there.
So you see, if you want me to be your customer and if you plan to retain me then show me [1] you are serious about providing me good, reliable service; and [2] you take me and my requirements seriously. If I feel cared for, and if I can trust you, you've got yourself a loyal customer.
This is a challenge. Do you display a Customer Satisfaction Pledge on your website? If you are up to the challenge, then you should.
