A base of one-time consumers is a recipe for a sinking enterprise. Your organization can solely stay off of short-term prospects for therefore lengthy — to thrive, it wants lifelong consumers who ship constant gross sales.
Successful prospects’ loyalty takes persistence, although. It’s greater than protecting the fundamentals — fulfilling orders, providing buyer assist, and delivering on time. To realize a lifelong buyer, a enterprise has to embrace buyer delight.
This idea is greater than a fluffy catchphrase — when taken critically, buyer delight is the pressure behind lifelong prospects.
Going above and past to create impeccable purchasing experiences leaves a robust impression in your consumers. Feeling appreciated, prospects are pushed to return to what you are promoting and proceed making purchases.
A technique that GoDaddy helps you produce buyer delight is by managing stock. Ensuring you don’t run out of merchandise — an enormous buyer turnoff — is without doubt one of the many buyer delight examples you should use to extend buyer satisfaction.
That will help you construct long-lasting buyer relationships, we’ll break down what buyer delight is all about and provide 23 examples of how one can begin wowing your consumers.
Let’s dive in.
What’s buyer delight all about?
Buyer delight merely means creating excellent buyer experiences to create and nurture lasting relationships. With efficient buyer delight, you ship worth that exceeds buyer expectations. You’ll be able to delight prospects by way of using presents, rewards, communication and with the assistance of your customer support staff.
Buyer delight is all about going above and past to:
- Remind prospects why they purchase from you and never the competitors.
- Present prospects why they need to purchase from you and never the competitors.
“You need to be at least a buyer concierge, doing the whole lot you may to make each considered one of your prospects really feel acknowledged, appreciated, and heard. You need to make them really feel particular, similar to when your great-grandmother walked into Butcher Bob’s store or purchased her new hat, and you want to make individuals who aren’t your prospects want they have been.” — Gary Vaynerchuk, “The Thank You Financial system”
Once you put money into buyer delight, you improve buyer satisfaction and buyer lifetime worth. Thus, an funding in buyer delight is an funding in what you are promoting.
Easy methods to begin investing in buyer delight at your ecommerce enterprise
I do know what you’re considering proper now: “This all sounds nice, however what’s it going to price me?” The excellent news is you don’t have to spend that a lot cash to create wonderful experiences to your prospects. There are a variety of cheap and simple buyer delight concepts you may attempt to increase repeat enterprise and buyer loyalty.
1. The handwritten thanks card
On this age of automation and instantaneous gratification, just a little personalization goes a great distance. This buyer delight concept is fairly easy: each time a first-time buyer buys a product from you, ship them a handwritten card thanking them for his or her enterprise. It’s a robust approach to specific your appreciation for his or her enterprise, and it’s a good way to make a optimistic first impression in your latest prospects.
2. The Twitter buyer shout-out
This buyer delight tactic will be applied in a matter of seconds and received’t price you a dime. Right here’s the way it works: each week, manually undergo your order checklist and choose one buyer to thank on Twitter. Decide a buyer that’s actively utilizing Twitter, and ensure to say their Twitter deal with in your tweet.
Alternatively, you might use a social media monitoring device like Hootsuite or Sprout Social to seek out and reply to new prospects who’re already speaking about you. Implementing this tactic repeatedly is a good way to indicate new and present prospects that there are actual, caring human beings behind your ecommerce retailer.
3. The referral program
As customers, there’s nothing higher than being rewarded for telling a pal about an organization or product we love. Set up a referral or ambassador program to your ecommerce enterprise that provides reductions, factors or freebies to individuals who assist drive new prospects your approach.
On the one hand, you’re connecting with new prospects and driving extra gross sales, and alternatively, you’re delighting your most loyal prospects and model advocates by rewarding them for telling their associates about you. For instance, Tesla’s referral program will be tracked throughout the person’s Tesla app. With every referral hyperlink you ship, customers can observe the standing of their rewards of their “Loot Field.”
4. The free swag provide
Everybody loves free stuff — that’s a easy fact that you would be able to simply use to your benefit in relation to delighting prospects. Implementing this concept is straightforward: all it’s important to do is decide to repeatedly sending shock presents with branded swag to random prospects repeatedly. You’ll be able to both select to ship swag to new prospects, to prospects who hit a particular milestone (like a number of purchases) or to prospects who point out what you are promoting on social media.
It’s one other win-win scenario — you get to indicate just a little further appreciation to your prospects, and in return, they inform extra associates about you.
5. The “how’d they know?!” shock
Use one of many social media monitoring instruments talked about above to comply with what your prospects are tweeting about day by day. If a buyer mentions one thing a couple of product they’re dying to get their arms on, ship it to them as a present! Not solely will it present an unexpectedly pleasant expertise, however it could additionally immediate them to share this distinctive expertise with their associates and on social media.
This shock reward can be an expertise supplied by one other firm. For instance, say you’re scrolling by way of Hootsuite, and also you see a buyer point out that they’re excited to see a film that simply got here out in theaters. You’ll be able to go above and past to please them by gifting them a Fandango reward card for dinner and a film. Within the message they obtain with their reward card, allow them to know you noticed their tweet about going to the films and needed to do one thing good as a thanks for supporting what you are promoting. It’s a good way to go the additional mile and impress folks!
6. The trustworthy e-mail
As talked about within the introduction, buyer delight doesn’t at all times should be about presents or rewards. Generally, it’s nearly being open and trustworthy with folks. Among the best and handiest methods to put money into buyer delight is by committing to honesty in relation to speaking with prospects.
When one thing goes improper with a buyer order, you’ve gotten the chance to show a unfavorable right into a optimistic buyer expertise. For instance, if there was a cargo or processing error, ship an e-mail that genuinely expresses your regret and be trustworthy concerning the error. When you can keep away from it, attempt to not make this e-mail appear automated (even whether it is). With regards to boosting buyer loyalty and repeat enterprise, simply having the heart to say, “We’re sorry,” can go a great distance.
7. The social savvy model advocate follow-up
This buyer delight concept can be fairly easy: right here’s the way it works. If a buyer reaches out to you on social media with good issues to say, don’t miss the chance to reply and interact with them! It’s vital to keep in mind that in relation to speaking publicly on social media, you’re not simply speaking to at least one particular person; you’re speaking to many.
Having genuine conversations with prospects on Twitter will not be solely a good way to spice up loyalty and repeat enterprise, nevertheless it’s additionally a good way to make first impression on potential prospects who’re studying your social media updates and attempting to determine if yours is a enterprise they wish to assist.
8. The random free transport interval
Wish to make your prospects smile? Delight them with free transport! Let’s be trustworthy — everybody hates paying transport prices. Exit of your approach once in a while to indicate loyal prospects that you just respect their enterprise by sending them an e-mail marketing campaign providing a free transport promo code.
As with many of the concepts talked about on this submit, it’s not solely a good way to thank prospects but additionally a incredible approach to join with new prospects and drive extra first-time gross sales.
9. The VIP product tester program
Individuals love feeling like they’re a part of one thing unique. As an ecommerce enterprise proprietor, you may make the most of this fact in a number of inventive methods. A technique is to create VIP Product Testers. Right here’s the way it works: every month, ship out new merchandise or product samples to a choose group of loyal prospects and ask for his or her suggestions.
You’ll be able to invite folks to the closed program based mostly on a milestone, akin to a number of purchases or a complete quantity of gross sales as a buyer. It’s also possible to ship samples to at-risk prospects as a tactic to stop them from churning.
After you ship your product testers out, doc the method and share it on social media along with your followers. It’ll assist spark curiosity and make your choose group of consumers really feel much more particular.
10. The supply/transparency promise
This concept is fairly easy, and it goes again to what was talked about within the introduction and in tip #6 — delighting prospects doesn’t at all times should be about sending them presents. As a substitute, be clear about when your customer support staff is on the market to assist. You’ll be able to delight prospects by sending them a welcome e-mail that features a promise assertion about your availability.
Shoppers wish to really feel like they’ll attain out to you or somebody in your staff once they need assistance or have a query about considered one of your merchandise. Delight them by setting expectations about customer support from the second they turn into a buyer or subscribe to your checklist.
11. The customized CEO/proprietor e-mail
On an analogous be aware, you can even delight prospects by sending them vital, customized messages from the CEO or proprietor of your ecommerce enterprise. For instance, you might ship a plain-text, customized thank-you e-mail that comes from the CEO as quickly as somebody turns into a buyer. You can additionally ship a customized e-mail from the CEO if you wish to announce the launch of latest merchandise or particular campaigns.
For a lot of ecommerce companies, writing handbook emails on this approach is out of the query — and that’s OK. There are many e-mail instruments like Marketing campaign Monitor, Mailchimp or Klaviyo that mean you can create automated emails that look like delivered in real-time from a person.
12. The #DayMade random reward
One other nice ecommerce buyer delight concept value testing includes sending particular presents to a choose group of random prospects who’ve purchased from you prior to now. It’s a good way to shock individuals who have supported what you are promoting prior to now, and it can be an efficient approach to spark renewed curiosity in your merchandise.
Compile a small checklist of repeat prospects who haven’t bought these days. Upon getting your checklist compiled, ship them a free product with a be aware thanking them for being your buyer prior to now. To go the additional mile, provide them 50% off their subsequent order in the event that they snap a photograph, share it on social media and tag what you are promoting.
13. The dedication to a trigger
Loads of startups and ecommerce firms in latest historical past have been constructing enterprise fashions centered round social entrepreneurship. Social entrepreneurship is the thought that you’re dedicated to delegating a portion of what you are promoting earnings to assist a particular trigger.
One well-known instance of an organization investing in any such enterprise mannequin is TOMS. As an ecommerce enterprise proprietor, take into account methods that you would be able to each meet buyer wants and provides again to your neighborhood. For instance, Bombas chooses to donate one pair of socks for each one pair bought by way of its retailer.
Immediately’s customers wish to assist firms which might be keen and concerned with serving to make the world a greater place. Delight your prospects by supporting a trigger that you just care about or one which aligns intently with the kind of product you promote.
14. The free samples marketing campaign
One other development that has turn into extra prevalent within the ecommerce world includes sending free samples to prospects earlier than they purchase. This takes extra planning, coordination and out there stock, however when achieved proper, it may be a incredible approach to delight prospects, construct loyalty and increase gross sales.
Essentially the most well-known firm that implements this concept is Warby Parker — it ships 5 frames to potential prospects without cost to assist them make the proper choice earlier than they purchase a brand new pair of glasses.
When you can afford to do it, sending samples to potential prospects is a good way to indicate them that you just care about offering folks with the proper merchandise and options for his or her wants. The result’s extra happy prospects, fewer returns and elevated income.
15. The worker appreciation occasion
Among the best methods to please your prospects is by preserving your workers completely satisfied. It’s vital to take time to understand and reward them for his or her laborious work. Joyful workers usually tend to possess the identical degree of dedication to serving your prospects that you just possess.
An worker appreciation occasion doesn’t should price some huge cash — it simply must be intentional and real. Furthermore, sharing your worker appreciation efforts along with your viewers boosts your model picture. If a buyer sees that your organization values its workers, they appear extra favorably at your model.
16. The #TreatYoSelfLocal marketing campaign
If the place your prospects stay, attempt shocking your finest prospects by sending them a $5 reward card to an area espresso store or restaurant of their space. What this tactic does is present that you just care to get to know your buyer. Right here’s the best way to do it: discover a buyer who has talked about your organization not too long ago on social media or left you a optimistic evaluate someplace on-line.
Attain out to them and ask them for the title of their favourite espresso store or restaurant within the metropolis the place they stay. Inform them you’d wish to ship them a free reward for spreading the phrase about what you are promoting. Use Postmates to ship your native presents to prospects. It’s a comparatively cheap and easy marketing campaign, nevertheless it has the potential to end in extra word-of-mouth testimonials from somebody is already keen to inform their associates about what you are promoting and merchandise.
17. The branded field
As talked about within the introduction, buyer delight is all about creating excellent experiences to your prospects. When you don’t already use branded packaging or containers to your merchandise, it’s value a attempt. Unboxing experiences have the potential to go viral in the proper conditions, particularly as media-sharing websites like Instagram and Snapchat proceed to develop in recognition amongst savvy customers of all ages.
An increasing number of firms have been investing assets into creating branded packaging lately as a approach to excite prospects and differentiate from opponents. When you can afford it, it’s a worthwhile take a look at to run to your ecommerce enterprise! When you can’t afford a printed field, take into account slapping a branded sticker or stamp in your field. A bit further effort and a focus can go a great distance within the minds of your prospects.
18. The loyalty program
When you haven’t achieved so already, take into account making a loyalty program that rewards prospects based mostly on the variety of occasions they buy merchandise from you. It’s an important tactic for driving repeat enterprise and boosting buyer loyalty. Instruments you should use to set your program up: Smile.io or WooCommerce on WordPress.
19. The shopper testimonial/spotlight
One other buyer delight instance is to characteristic a shopper testimonial. Discover a buyer who can act as a great promoter of your services or products. Attain out with a fast e-mail that asks them about being featured in your weblog or your organization’s social media channels.
This can be a nice approach to present prospects how effectively your product performs when it’s used to its fullest potential. Not solely does this assist prospects perceive the best way to use your services or products, nevertheless it additionally acts as social proof and influences gross sales.
In some instances, your prospects may use your services or products to run their very own enterprise. By that includes this buyer in your channels, you’ll permit them to speak about your product whereas selling their enterprise by linking again to the client’s web site within the testimonial.
20. The shopper suggestions methodology
Direct buyer suggestions is without doubt one of the strongest instruments in product growth. When your prospects request a brand new product or give suggestions on an present one, it’s vital to acknowledge and perceive their ache factors.
If they supply suggestions on one thing that you just plan to alter, let the client know and supply a timeline. All the time thank them for bringing this to your consideration, and just be sure you acquire their e-mail deal with. That approach, you will get in contact with any prospects who reached out as soon as adjustments have been made to your product or new options are launched. You may make a buyer really feel extra priceless once they offer you suggestions and it’s addressed overtly and truthfully.
21. The anniversary or milestone celebration
Celebrating the anniversary of a sale reveals your prospects that their buy really issues. That buy marked the start of a brand new stage in your relationship. They’ve gone by way of the method of looking for out your organization, researching the competitors, and determined that your provide was the very best match. Once you acknowledge this reality, it reminds the client why they made that alternative within the first place.
When you’re providing a service to prospects, you may congratulate them as soon as they’ve reached vital milestones. Monitor key metrics for every of your prospects. These will be huge wins, like getting 1,000 opens on their first e-mail publication, or small steps to being profitable, like making a fee on their first bill.
It’s also possible to use the milestones to assist inspire prospects to maintain utilizing your product like Peloton does when the client reaches their fiftieth journey.
22. The private contact
We’ve stated it a number of occasions, however being pleasant doesn’t at all times imply that you want to provide one thing free to your prospects. Generally, it’s as simple as making a private connection. Take a look at these e-mail signature movies from Wistia. By including a fast video to their Buyer Success Coach emails, they have been capable of introduce themselves, make a connection and add just a little character in lower than a minute.
When you can’t create a fast video, together with GIFs is one other good way so as to add character and have just a little enjoyable along with your interactions. Strive Boomerang or the GIPHY app to create a gif of your staff waving or giving the thumbs up, and embody it within the buyer’s receipt. Simply be certain that it appears such as you’re having enjoyable!
23. The invitation to a personal group
One other nice approach to delight your prospects is by connecting them with different individuals who share their ardour. You’ll be able to create an area to your prospects to work together with you in addition to one another utilizing a number of totally different platforms. This may be so simple as a personal Fb group or a discussion board in your web site devoted to prospects.
Glossier and different magnificence manufacturers created personal group messaging on Slack channels to attach with their prospects. Not solely will this foster a way of neighborhood round your product, however you’ll additionally construct model advocates.
You should utilize this platform to supply a particular sale for present members or submit new product concepts to your earlier prospects for suggestions. Together with them within the dialog helps construct higher, long-lasting relationships. These relationships will solely develop as you proceed connecting immediately with an viewers.
Preserve experimenting with buyer delight concepts
As you implement every of those concepts into your advertising technique, you’ll slowly study which techniques work to your viewers and which don’t. Proceed to experiment with totally different buyer delight concepts and get inventive. Whether or not you provide free programs for purchasers or behind-the-scenes entry to your designer’s workflow, take into account methods you may leverage the options what you are promoting already possesses. The extra you may differentiate your self out of your opponents with the worth solely you may present, the extra possible you’ll entice new prospects and retain present ones.