Learn as if you were to live forever. ~Mahatma Gandhi (tweet this quote)
Customer service defines a business and I’m constantly trying to improve mine. I do this by paying attention to my visitors- the way you browse the site, topics you’ve voted on in my recent poll and your e-mails.
I’m constantly trying to learn from the way you interact with my site: I look at all my Twitter mentions, read every comment and try to reply to e-mails within 24 hours.
Today’s post is about learning, and it’s a little different from the way I usually write. I’m going to show you how to adapt to the way customers behave by using Dirtsy as a live example.
Here’s what you’ve taught me so far:
You come from all over the world
Since launch, Dirtsy has had visitors from 67 countries!
You prefer Facebook over Twitter
I made a mistake.
More Dirtsy posts are shared via Facebook than Twitter. It also seems a lot of Etsy sellers hook up their twitter accounts to automatically repost what they write on Facebook; they treat Twitter as a secondary platform.
I’ll be more on Facebook in the coming months. If you haven’t yet, please like Dirtsy’s Facebook page.
Designing for mobile is crucial
A large number of visitors are reading Dirtsy through phones and tablets.
You may have noticed Dirtsy’s layout changed a couple of weeks ago. This new design adapts to mobile browsers automatically without creating two versions of the site.
Resize your browser window to see it in action, it’s nifty.
Not all of you sell on Etsy
You sell on Ebay, your own domain and sometimes exclusively on Artfire.
Expect to see more tips that can be applied across different venues from now on.
You like personalization
I’ve been testing out various ways to send my newsletter, from using short subjects to including symbols at the start. My e-mails were read the most when I addressed readers by name in the subject line.
I’ve changed my mailing list provider as a result. Readers can now choose what kind of topics they want to be notified about, and how often the updates should be sent.
If you’re already a Dirtsy subscriber and want to change the way updates are sent to you, just click on “update subscription preferences” at the bottom of the emails.
New subscribers can add their names here:
You like my content enough to save it
This surprised me most of all: visitors like Dirtsy’s content enough to write it down! Many of you copy/pasted a short snippet of my articles to share via messages.
I think this serves as a reminder that not everyone chooses to share via social media. There are plenty of people who’d rather e-mail or instant message instead.
You’re watching the way I work
Dirtsy may have only been up for a little over a month, but I’m already seeing people mirror the way I run the site.
I should point out a little caveat though: I experiment a lot and you may end up emulating a quirky test rather than something that actually works. For example, the purpose of my lip balm giveaway is to see how much it can boost my Klout score. When it comes to using giveaways as a promotional tool, I don’t think raffles work for everyone.
( If you want proven tactics, all my time-tested secrets go in my PDF guides! )
I’m currently testing out different ways to write listings too: You’ll notice that some of my Etsy SEO guide listings have very in-your-face call to actions while others have none at all. Some are instant download while others aren’t.
I think variety helps in finding out what customers want.
Are you learning from your customers?
Are you paying attention to what your customers interact with your store and product? How has it impacted the way you run your business?