Special Touches to Keep Customers Coming Back

There are a number of things you can do to keep customers coming back over and over again:

1. Make sure to always sell your best quality work. Customers are taking a leap of faith when they order from you–especially online–so make sure to live up  to what you’ve promised.
2. Offer bonus items. If a customer has bought from you a couple of times, or if they are making a big order, send a special gift. It doesn’t have to be anything large, just a small item to let them know you sincerely appreciate their business.
3. Hand-write a note to go with large/repeat orders. Use some cute stationery or make some yourself.
4. Send a coupon for a repeat order. I always send a 20% discount to customers who come back and make a second purchase. They are also welcome to share it with friends.
5. Sign your packing slips with a colorful marker or pen. And write, “Thank you!”
6. Instead of just placing the item into a box and sending it, do something creative to make it memorable. Fold and tie it with a ribbon (with your card attached, of course) or wrap it in colorful tissue paper.
7. Give the customer a way to get in touch with you. Always stick a couple extra cards in the package so they can share with friends.
8. Pay special attention to your packaging, return label and shipping label. Don’t scribble the customer’s name on an ugly box with black marker all over it. Print return labels with your logo on them, and also print the shipping label to give polish to the package.
9. Keep a list of customers to email a thank-you note to each week or month. You can also include a coupon in this email to encourage them to shop again.
10. If you debut a new item, print, style, etc. in your store, email your past customers and let them know. They’ll often purchase again, or they’ll forward your email to their friends. Again, always offer a discount coupon.

What are your favorite special touches? Share with the INDIE-MADE community in the comments below!

Tagged as: coupons, fulfillment