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Customer Service Secrets for Online SME Retailers – Surprise Packaging

Last week we published some advice for SME owners on how to get it right when it comes to customer service and why offering great customer service is an effective way of making sure your business stands out from the crowd.  This is an important issue for all businesses, but online retailers and service providers are competing in a global market for a global audience, so using fab customer service as your unique selling point (USP) is one of the most cost-efficient ways of getting ahead of the competition. 

One of the most economical ways for small online retailers to demonstrate an excellent level of customer service is to think about what happens when the package you send arrives at the customer’s home so that you can provide a thrilling experience.  Everybody loves receiving a parcel in the post or from a delivery van and we eagerly await our purchase so that we can open it as soon as it arrives. 

Some parcels arrive in recycled packaging which is an important issue for many people who appreciate the effort to reduce both the seller’s and the buyer’s carbon footprint.  For instance, it’s possible to order a box of 48 rolls of recycled toilet paper from a company called “Who Gives a Crap”.  The toilet paper is made from recycled, unbleached thick one-ply paper with each roll wrapped in a colourful piece of paper, a truly eco-friendly product that appeals to the eco-warriors.

  • Beautifully Packaged Products – when an online order arrives at our home, we usually rip it open and discard the packaging.  However, from time to time, a parcel arrives and, once it’s been opened, we find the product ordered has been carefully wrapped as a gift – an item of jewellery in a gossamer bag, beauty products wrapped in bright tissue and tied with a ribbon, pyjamas folded and tied with ribbon, or knitting yarn in a pretty fabric bag.  Receiving a thoughtfully wrapped parcel makes us feel special.
  • Free Surprise Gift – imagine ordering a few products from an online retailer and, when they arrive, you open the parcel and find that a small free gift has been included.  It needn’t be expensive, for instance, adding a couple of sample sachets to a cosmetics order, or including a few small luxury chocolates to a food order are both great ways of adding value without spending a small fortune.  If you sell gadgets and technology, including a tech cleaning cloth or some screen wipes would be a good idea.  The free gift really does depend on the products or services you provide.
  • Discount Coupon – including a discount coupon with goods is a great way of making the customer feel valued and making it more likely that you will secure repeat orders from that customer as they will need to order from you again to spend their discount coupon.

We’ll have some more Customer Service Secrets for you over the coming weeks, so why not follow us on Facebook or Twitter so you don’t miss out on the valuable information that could take your online retail business to the next level?