Want to know something?
Your customers aren’t mysterious creatures.
Shocking, I know.
Your customers are actually more predictable than you think, and thanks to some handy technology (we’re looking at you, Google Analytics), you can track your customers’ favourite pages, you can see what they’re searching for, and where they’re leaving your site.
Does the very mention of Google Analytics bamboozle you? Check out our article on the 5 things every small business should track with Google Analytics.
There are also some very basic shipping services the majority of your customers expect when they buy from your online store – we’re going to run through them, and give you some handy tips on improving your shipping service for your customers.
Keep your customers in the loop with email updates
If you’re one of the 26% of ecommerce stores which don’t send post-purchase emails, you’re doing it wrong. If a customer has entrusted you with their money, there is a base level expectation you will communicate with them.
After all, these customers could turn into a loyal, lifetime buyer. The least you can do is set up an email thanking them for buying your product, and letting them know what they’ve bought, and when it will arrive.
This may not seem like an overly necessary shipping service, but just imagine how frustrated you would be if you spent your hard earned money only to be left in the dark until the package arrived on your doorstep.
Not happy, Jan.
There are plenty of resources out there for improving your post-purchase emails. Check out the list below for just a couple of handy resources to give you some inspiration:
- 7 Rules Of Effective Post-Purchase Email Communication
- How to build customer loyalty with post-purchase emails
- How to Retain More Customers with Post-Purchase Email Automation
Improve your shipping services by offering flexible shipping options
Flexible shipping options are popular with ecommerce stores.
Well, either flexible shipping or flexible payment options.
Flexible is in, folks, and it’s here to stay. People like their options, and they like them being clearly displayed.
Flexible shipping can mean many things to customers these days. Whether it’s offering different shipping options with different pricing, to offering free returns or even free shipping, you have a lot of things to consider for your ecommerce store.
If your business sells lower cost products and you can’t afford to offer free shipping, consider adding a free shipping threshold to boost order value and cover the cost.
You should also consider adding low-cost or free returns to build a positive relationship with your new and existing customers. If customers are offered free shipping, they’re likely to continue shopping on your site, spending between 158%-457% more than before the initial return.
That means a lot of extra dollars in your back pocket over the long-term.
Offer your customers trackable shipping
Can you remember when you believed in Santa Claus? (Sorry kids!)
Remember the building excitement as each day passed, eating that little chocolate from your advent calendar?
You knew something exciting was coming, and you had no choice but to wait.
That’s what online shopping feels like.
The best part of online shopping (other than being able to shop in your pyjamas) is being able to track your package as it makes its way to your door.
Don’t keep the excitement from your customers. Celebrate the excitement and offer them the opportunity to track their shipping.
It’s beneficial for insurance purposes too.
Does your shipping strategy look a bit tired? Get your strategy in ship-shape with our handy shipping guide. Download now.