How to Surprise and Delight your
Customers on a Budget
If you’re already sending delivery updates, follow up emails, and connecting with
your customers on social media, it’s time to think about those extra things you
can do to make your customer experience that little bit more memorable. Now
don’t get me wrong, it’s great that you’re connecting with your customers. But
chances are, your competitors are doing the same thing.
So what can you do to set yourself apart? Well, once you’ve got your customers
through the checkout, you have a number of opportunities to make your brand
really stick in their minds and it doesn’t have to break the bank. Inventory
Here are my top tips for surprising and delighting your customers on a shoestring
Treat your orders like presents
There’s a popular saying that ‘online shopping is like the present you send
yourself’, so why not make your customers really feel like they’re unwrapping a
Not only is this a really pleasant experience for the customers, but it can also
encourage lots of user-generated content, which is marketing gold. If you do a
quick search on YouTube for ‘unboxing’ you’ll see thousands of videos dedicated
to customers showing off the packaging their purchases have come in.
The first place to start is to choose something that’s relevant to your brand and
incorporate it into your packaging. A great example is the iconic Tiffany & Co.
‘little blue box’. You might choose a cardboard box in your brands colours, or
maybe wrap your packages in string and coloured tissue paper. Check out the
wide variety of cost effective packaging items on Pack Queen for some ideas.
What’s a present without a card?
A package insert is the online store equivalent of a shop assistant saying thanks
for shopping with us, have a lovely day! But with a package insert, you have the
opportunity to say a bit more. Take for instance, online vinyl retailer, Discrepancy
Records. Their package inserts greet the recipient with the pun-tastic quip, “For
the record, we think you’re awesome!” The flipside is an eloquent paragraph
detailing their commitment to customer satisfaction. They also invite the
customer to share their purchases on social media. You certainly couldn’t squeeze
all that into a conversation at the checkout. Enquire with your local printing
supplier about a bulk order of postcard-sized prints. If you order enough, they
can work out to be as little as 10c each.
For something that will really blow your customers away though, try handwritten
notes. This serves as a tangible reminder that there’s a real person at the end of
the order. It might take a few extra seconds, but think about how warm and fuzzy
you feel when you receive a handwritten note. If you really don’t have the time
though, consider a pre-printed package insert with a section that says “Your
order was packed by ___” and have the packer sign their name.
The Magic of Freebies
Customers much prefer getting something for free with their order than getting
their order cheaper. In fact, the majority of customers believe that getting
something for free not only decreases the cost of an order, but increases the
benefits of what they’ve purchased.
This doesn’t mean you have to give stock away though. Contact your suppliers to
ask if they have any samples you can give away. It’s low effort for you, plus it’s
great way for them to encourage new customers with samples boosting sales by
up to 2000% in some cases.
Alternatively, you could consider making your own freebies. There’s lots of
promotional companies who can create branded items quite cheaply. Just be sure
to pick something relevant. For example, if you run a stationary business, maybe a
branded notepad or pen. If you’re a supplement supplier, perhaps a branded
protein shaker. Not only is it free advertising among your customers’ peers, but if
it’s an item they’ll use regularly, your store will be top-of-mind come repurchase
Give a discount on their next order
Did you know that 80% of your future profits will come from 20% of your
existing customer base? With that it mind, it makes sense to give discounts to
returning customers. It’s a great way to encourage brand loyalty and let the
customer know you appreciate their business.
Take for example, Edible Blooms. After placing an order, each customer is sent an
email asking for feedback. This email also gives them a code for $5 off their next
order. Customers are much more more likely to purchase from brands that they
have a coupon for, so if that same customer has a friends birthday coming up, or
needs to send a ‘thank-you’ gift, chances are, you can bet they’ll jump straight
back onto Edible Blooms!
One last tip…
Surprising and delighting your customers should be one of the most fun things
you’ll get to do in your business. So don’t take it too seriously! Just think about
what would really ‘wow’ you if were on the receiving end. If you focus on what
makes you happy, there’s a very good chance that it’ll make your customers