Home > Features > Porn Customer Service and The Golden Rule • Bookmark   • Newsletters   • Register Search Options

FEATURE

Porn Customer Service and The Golden Rule

Porn Customer Service and The Golden Rule

May 15, 2012
Text size: 
View in Digital Mag
Get XBIZ News
XBIZ Research
Will virtual reality boost the paysite market?
Yes, it will soon
  39.66%
Yes, but in a few years
  36.87%
No
  23.46%
Out of 179 votes. Results based on votes submitted by members of XBIZ.net social network.

" A happy customer is a good customer who returns again and again to see not only what else you have to offer, but actually make your store a bookmark on his computer, subscribe to your feed and make repeat purchases.  "

Customer service is always going to be important, regardless of what type of business you’re in. It doesn’t matter if you’re selling widgets, a service, or viewable entertainment — you are always going to interact with customers in one way or another if you are looking to make a profit. What applies to mainstream marketing still applies in porn and adult novelty marketing.

Something that seems to escape most independent filmmakers (and that includes adult content providers as well) is that the “good vibe” from seeing their project or scene is not the only way that you can make your customer’s experience the best it can possibly be. In the case of porn, just making your customer masturbate to orgasm isn’t the only way you can create an experience that is going to get them — yes —coming back for more.

Remember: A happy customer is a good customer who returns again and again to see not only what else you have to offer, but actually make your store a bookmark on his computer, subscribe to your feed and make repeat purchases.

There’s a clear difference between giving the customer 110 percent so that he is enticed to return, and just squeaking by with the bare minimum requirements, which inevitably will just be another spam email that gets deleted, with no chance of return business until the merchant has something specific that the customer is looking for — or even worse, just assuming that your content is so absolutely amazing that it, by itself, will get the customer coming back for more. Trust me — in a world where there are more and more homemade porn “stars” pouring out of the woodwork and online, no one’s content is singularly so amazing that customers won’t look elsewhere for similar or better versions.

Look for ways to not only entice the browsing customer to click on whatever link you have for them on your site, but to further the experience. If they make a purchase, figure out how to offer them a discount on a future purchase. When you send them their purchase, think about how you’re sending it to them — is it in a plain padded envelope, or are you making sure that you have enclosed a thankyou card (with a coupon for a discount towards a future purchase) inside? That can be the difference between a one-time buyer and a repeat customer.

I know that the tangible things (coupons and thank you cards) might not seem possible in the world of VOD or clips, but there are ways around this as well. Every time you make a purchase, you get a notification in your email inbox as to who make that purchase. Learn how to decipher that information, and see if you can send your customer a thank you email. Obviously you can’t offer them a discount on their next VOD or clips purchase, but you can definitely make sure that the customer doesn’t feel like just a number. Invite him/her to your site, your Yahoo Group, your fan site…see if you can put his email on your own private mailing list so you can alert him/her of new and/or upcoming scenes, DVD, products, etc. Inform him that live cam sessions are available. You see where I’m going with this.

Is it a bit too grassroots for larger companies to incorporate? I don’t think so. We’re talking about marketing in the era of online branding — and making sure that the customer walks away with a great experience that extends beyond watching a scene means their comments will entice another potential customer. Mainstream companies use sites such as Yelp, comments in eBay, etc. — the same can be used for websites via comments on review sites and on message boards for DVD sales.

Can this be tedious? Sometimes. The public doesn’t realize what goes into creating a DVD or website, so sometimes they can get a bit too needy and feel as though they can dictate how you should run your site, what girls you should be shooting, and so on. How you react to those requests is important too, even if it means explaining to the ardent fan exactly why you aren’t interested in shooting a particular model without bruising anyone (including the fan and the model)’s ego.

The Golden Rule applies here just as it does anywhere else, and I’m sure that everyone has made some sort of purchase in one way or another over the years, and most people have made an online purchase. Think about what the merchant did to get you to make that purchase, and if they did anything after your purchase to make sure that you were valued? Try to apply those tactics to your own customers, making sure that the “good vibe” lasts longer than the time it takes to view your scene.

You’ll see that you’ll have more repeat customers than before.


PROFILES & BIOS

Grand Slam Media CEO Luke Hazlewood Hits It Out of the Park

Grand Slam Media Inc. CEO Luke Hazlewood’s view of the advertising business is one that seems to have solid roots. He says that in an ever-changing marketplace it is a better protocol to lead rather... More »

2017 XBIZ Webstar of the Year Harriet Sugarcookie Dares to Evolve

Start with a heaping helping of charming personality, sprinkle a dash of delightful quirky antics, then lather the final product with a whopping dollop of sensual sweetness… and what do you get?... More »

2017 XBIZ Trans Performer of the Year Reigns Supreme

It’s easy to see Aubrey Kate now — the modelesque, blonde bombshell — and dismiss her recent awards in the erotic arts as inevitable. It’s easy to say that she was simply born with... More »
XBIZ NEWSLETTERS
Stay informed of the latest industry developments. Get XBIZ newsletters delivered to your inbox. Subscribe today!
Enter email address:

* To manage existing subscriptions click here.






POPULAR PRODUCTS & SERVICES
Submit your press release to
multiple news outlets with 1 click.
Subscribe to RSS news feeds or
add free content to your website.
Access XBIZ news and articles
with your mobile device.
Subscribe to XBIZ World magazine, the industry's leading e-commerce trade publication, delivering in-depth coverage of the online, mobile and ancillary digital markets.

UPCOMING EVENTS

XBIZ Retreat

May 30 - Jun 03
Miami, Florida

XBIZ Miami 2017

May 30 - Jun 02
Miami, Florida

XShow 18+ 2017

Jun 01 - Jun 03
Moscow, Russia

Cam Summit

Jun 02 - Jun 04
Lloret de Mar, Spain
Everyday thousands of business professionals browse XBIZ's industry directory for quality products and services. Not listed yet? Your company could be losing potential new business. Submit your company today!
Use XBIZ RSS feeds to stay informed of the latest industry developments or as a content syndication tool for your website!