It is easy to assume that in this ever-expanding, global, e-commerce-based marketplace, excellent customer service won’t be missed. But research today dispels this as a misconception while highlighting the fact that customer service still matters very much indeed.
In fact, it may matter more than ever as a differentiating strategy for brands today. Here are three ways you can exceed customer expectations that are far easier than you might expect!
Personalize Your Packaging
One of the best ways to stand out from the crowd is to make your packaging fun, inventive, unique – more like receiving a present than simply opening another industrial-looking box or bubble wrap mailer. It doesn’t matter what the item is – in fact, the more mundane the purchase, the more fun and surprising it will be if it is creatively packaged in a unique and reusable way. Many custom box companies help turn your ideas and designs into well-crafted, efficient, and attractive boxes. Visit this site to see an example of custom box creation website.
For instance, perhaps you can use packaging that your customers can easily reuse – it is just that functional and attractive. Or you can tuck in a coupon, discount code or even a personalized “thank you” note to begin building that relationship (which can lead to repeat business and referrals).
Using fun colors that match your company and making sure your packaging carries your brand and logo is another excellent way to differentiate yourself – these speak of those extra touches that make every day events something special.
Think Beyond Your Own Language
If you have ever ordered an item that has come with instructions in a language you don’t speak – or (even worse) instructions in your language that you can’t understand – you already know the impact it can have on your trust in the company and the product.
Whether you are selling DVDs, pet supplies, software, appliances, computers or bicycles, at some level the purchase only benefits your customers to the extent they can easily use the item right out of the box. Here, having readable native language guides, manuals and warranties is both expected and essential.
As well, if you ship globally or locally in areas where dialects differ widely, you definitely need to ensure that the captioning service you use has expert translators who are fluent in both your company’s language and the language spoken at the customer’s destination. You will also want to have someone who speaks the destination language review the captions for accuracy and readability. Not only does this impress your customer, but it also safeguards your company from potential liability and legal issues.
Add Value Beyond What Was Purchased
A big facet of exceeding customer expectations is to find ways to add value to what was purchased beyond what the customer was expecting to receive. There are many ways to add extra value – it doesn’t just have to be offering the item for a lower price that your competitors.
Here are some great unexpected strategies to add value your customers will appreciate:
– Add in an extra free upgrade, attachment or replacement part (say a filter, or a battery).
– Include a guide for less common uses for what was ordered to help your customer get more usability out of the item.
– Offer a link to a customers-only web portal where customers can ask questions, post reviews, offer comments and make requests.
– Include a sample of a new product or a fun themed freebie (for instance, something festive for the winter holidays).
– Create a repeat purchase club for supplies or replacement parts that offers a discount on subsequent orders, then give the customer an initial discount off the discount.
By implementing some version of these three fun, useful, surprising and undeniably valuable perks, your company will be able to build buzz, generate repeat business, increase referrals and create long-term customer relationships in a very natural, organic way that is enjoyable for all.