Last 3-4 months of the year mark the season of great festivities and fabulous online sales. As a seller you expect to do brisk business. This is a good time to engage your customers and delight them with a memorable shopping experience after all, a happy customer is a repeat one!
Here are some pointers that will light up the smiles:
Your packaging is the first thing that your customers see. Adopt festive/ cheerful/ bright/ colorful themes. Include a gift-wrapping option in case your buyer is gifting it to someone else.
On your own website, have a lucky draw or provide coupon codes in your packaging to initiate repeat purchases. If you are selling on marketplaces, participate in the sales promotions offered by the marketplace to their customers.
Slip in a handwritten note or greeting in your delivery package. If you have access to their email ID or phone number, you can send a personalised festive mailers and SMS greetings. You can even use the chance to send reminders of upcoming offers on occasion-appropriate products. However, do check with the respective marketplace poliicies as some may disallow directly contacting the customers.
Nothing feels better than free for consumers world wide. Giving away any small token, souvenir or even your own product will make their experience memorable. For high value customers you can even consider Gift Cards such as the the ones given by Amazon.
This is not the time to mess up, forget or delay deliveries. Despite the rush, make sure your inventory, order management and shipping is in place.
Ramp up your team to service extra requests and train them to tackle complaints or queries with confidence, politeness and cheer.
Happy Serving and Happy Selling.
Have any 'going-the-extra-smile with your customer' story to share?
Piyush is the Editor-in-Cheif of IndianOnlineSeller.com. Piyush has many years of experience in Ecommerce, has had experience with marketplaces in Europe, USA and India since 2007, both selling domestically and dealing with imports and exports.