Many years ago, I ordered toys for my pet parrot online. My whole experience was a positive one. It started with the website, which was clearly laid out, easy to navigate, and had a simple ordering process.
Within minutes of placing my order, I received an email thanking me for my purchase. A few hours later, I received a second email advising me my goods had been dispatched with a tracking number. I could expect to receive my delivery within the next 3 business days.
48 hours later, a box arrived on my doorstep. I opened it to immediately reveal a hand-written note with a small toy. ‘We appreciate your order and we hope your feathered friend enjoys this treat!’.
My positive experience culminated with the treat when I opened the box, but it started when I first came across their website.
So, what really goes into making your delivery a memorable experience?
Your Website
It all starts here. Make it easy to find and simple to navigate. Your customers want to find what they are looking for and fast. Keep it clean and clear with relevant details at a glance. Have an easy-to-read font. Make obvious, any ‘Specials’ they can immediately take advantage of.
Ordering Process
The easier it is to order the better. A simple step-by-step process with the option to ‘continue shopping’ is best. If it’s easy to order, they will remember and return in the future.
Progress and Tracking
A genuine appreciation for an order goes a long way. An email including delivery details, updates, and a tracking number ensures if something goes astray, the client can easily access what they need all in one place.
Delivery
Under-promise and over-deliver. If you say you are going to deliver in three days, do it! Better yet, deliver early wherever possible.
Consider these low-cost, finishing touches to create a ‘Wow’ factor:
- Customised cards – Handwrite a quick note. Make sure it has your contact details on the bottom or include a business card. This ensures the customer can easily get in touch again.
- Customised stickers – Seal your box with a customised sticker. This provides a professional and elegant finishing touch. The sticker can be as simple as your logo.
- Sender labels – Attaching a customised ‘Sender’ sticker on the box lets your customers know immediately who their order is from.
- Add a bonus – Include an ‘extra’ wherever possible. Everyone loves a treat or a freebie. Consider a discount voucher to go towards their next order. Your customer will be more inclined to buy again if there is an incentive. This will encourage repeat business.
Keeping your business top of mind is how to keep customers coming back to you. Keeping your name in front of them through cards, stickers, labels, or a bonus treat will remind them of the positive experience they had and they will want it again.
Talk to us today to find out how you can make your clients’ experience with you memorable.
