With Christmas as busy as it is, how can you ensure you maintain and improve customer satisfaction?
Christmas is approaching quicker and quicker and you’re getting busier and busier! It can be difficult to keep on top of the volume of enquiries and orders coming in at this time, but there are ways you can overcome the stress and manage customer satisfaction and delivery times for your business.
Set a cut-off date for delivery in time for Christmas.
You want your customers to be satisfied with the service you provide, and you don’t want to appear unorganised or unable to cope at the busiest time of the year. To make sure you don’t fall into this trap, make sure you set a date for last orders for delivery in time for Christmas. This way, you’ll be able to breathe easy knowing your customers will receive their orders within plenty of time and are not left stranded. Your customers will see this as you being on top your game and are likely to use your services more often.
Offer next day delivery or other special delivery options.
There are times when over the festive period when your customers may require something relatively quickly or on a specific date. Giving them the flexibility to order and get what they need, when they need it creates a sense of urgency and is another way of making the Christmas preparations a little easier. Free delivery is also an option; making your audience aware that buying what you provide is the easiest and most stress-free way to make a purchase will make them return time after time.
All feedback is essential to find out what you’re doing right and what sort of things you can improve on in the way you do things. Over the Christmas period, things are going to be busier for most businesses, so finding out from the people who matter most how they have experienced your business at this time, really is essential. There are many ways to do this. Perhaps using Social Media Marketing to find out what your audience’s views are or through an Email Marketing campaign where people can go to an actual survey to put their views across.
Money off or discount codes.
When your customers place a Christmas order with you (or any other order in fact!) it’s good practice to include a little something inside the parcel itself. This could simply be a thank you card with 10% off their next order or something similar. You want your existing customers to keep on returning, but you also want brand new customers to show their face too. Another option is to offer a discount or special offer when your existing customers introduce a friend to your business and when they make their first purchase with you. The list is endless and there are so many festive variations to get your customers coming back for more.
Returns or complaints.
If a customer is not happy with a part of your service or if something they have purchased is not quite what they expected, you need to make sure that your returns and complaints policy is up to date and hassle free, especially at Christmas! There are different options when a return is needed, such as free returns or a 14-day money back guarantee for unsatisfied customers. If a customer wishes to make a complaint about the service they have received, again, they must be able to have a hassle-free way of doing so. As well as your apology, you could offer a discount on the next item they buy as an incentive to use your service again in the future.
If you need more help in keeping customer satisfaction at it’s peak through any of our services, then get in touch. Our Digital Marketing experts are always happy to help!
Over the next few days, we’ll continue to build on our Christmas Marketing tips for your E-Commerce site. Want more? Why not look at or previous marketing tips for your site.