Whether you are shopping in a store or purchasing something online, we have all had experiences where we feel one of two things:
- What a professional company! I feel like a part of their community and I trust that they have my best interest in mind as they are creating product, fulfilling my order, and making sure I’m satisfied. Or…
- We’ll see how this product actually works. It may be a piece of junk. I probably won’t be able to return it if it arrives broken. Who do I contact to make my problem right?
Ya feel me? Customer service is a huge part of what makes a company successful. Especially at this time of year when you are enjoying the benefits of the holiday shopping season, don’t miss out on this critical opportunity to delight your customers and express your gratitude to them. For our full list of ways to show gratitude to your customers, check out Playbook for Amazon Podcast Episode 25, but for now, let me tell you WHY showing gratitude is important when you are selling online.
When you are showing gratitude to your customers, they become your raving fans. Not only are they more likely to buy from you again, but they are more likely to recommend your products to others.
Peace of mind
When customers feel that you are genuinely grateful for their purchase, they feel connected to you which develops trust. This helps them believe that if anything is wrong with the purchase, you’ve got their back.
Humanizing your brand
While there are definitely sellers who are just trying to get rich quick, there are other sellers that are invested in making their customers’ lives better. They want to develop quality products that solve problems. We live in a time where “shopping small” is all the rage. If you can offer personal connection to your customer, you’ll be able to endear you brand to them. Customers will feel like their purchase isn’t just another box being shipped out.
If you haven’t been through your own sales process in a while, we highly recommend going through it as if you were a new customer. How does it feel? Are there any glitches? Would you be WOW’d by the experience? If not, now’s the time to make some tweaks. If your customer experience feels sterile and lacks connection, make sure you begin expressing gratitude to your customers. And if you aren’t sure where to start, we love helping companies audit their listings and sales processes, so check out our listing audit for more information.