When you’re running an eCommerce store, one of your most important assets is your customers’ loyalty. It’s not something you can buy, but it is something you can cultivate. Surprisingly, it’s the little things that make the biggest difference. Here’s what you can start doing now to make the best impression on your customers.
Say Thank You
Granted, you’re providing your customers with a service or a product, but remember, they didn’t have to choose your business. They easily could have chosen any number of other eCommerce stores. Amazon, Kohl’s, and even Wal-Mart send thank you messages after customers purchase from them online. It’s just a small way to let your customers know how much you appreciate their business, while at the same time, confirming you’ve received their order. The confirmation message puts their minds at ease, and makes it more likely they’ll remember your business favorably.
Keep Your Return Policies Clear and Easy to Find
Few things upset potential customers more than an unclear return policy. While it’s true some people will attempt to take advantage of a generous return policy, or try to make you follow other eCommerce stores’ protocols, it’s up to you to decide how you want to handle returns for shipping and handling. It also helps if you print off a copy of your return policy, and place it in the packages. The added step makes it easier for customers to see the terms that actually affect them, and prevents them from claiming they didn’t know what your policy was in the first place.
Make Sure the Goods Arrive as Promised
In addition to making sure all your packages arrive at their destinations on time, it’s good business to ensure they arrive in excellent condition. Choose packing materials that best correspond to the item. For instance, paper packaging might be sufficient for books, but it could scuff up glassware. Packing peanuts, on the other hand, tend to work great for glassware if it’s well-wrapped, but they can cause static electricity on unwrapped electronic products. Figure out which choice is best for your product, and use it. It might take more specialized attention, but the fact that you put that kind of time and investment in your product will mean a lot to your customers.
Creating a strong sense of loyalty with your customers is important. It makes them more likely to come back and keep buying your products. More importantly, it also makes it more likely that your customers will go on to tell their friends and family members about your eCommerce store. Making this kind of impact starts with the small things. Saying thank you, while also confirming purchases, is one way. Another simple way is to make sure your return policies are clear and easy to find. And finally, make sure the products arrive on time and in great condition. All this makes it more likely you’ll get good feedback and customer loyalty rather than bad reviews and avoidance.