Customer service is a vital double-edged sword for your business: it can help you cut through the clutter of competition if executed well, or it can undercut your business if it is poorly executed.
Which would you prefer?
With the uniform marketplace nature of Amazon’s website, there is little that can differentiate you from your competitors based on appearance—all product pages look the same.
However, once you have successfully earned a sale, you have work to do. Of course, take some time to do your little touchdown dance and enjoy the sale. It’s a nice feeling.
But now down to business. It is not enough to just send a cursory, “Thanks” email any more. In fact, I would venture to guess that less than a quarter of sellers have any follow up sequence in place, so even if you send the briefest “Thank You” email, my hat is off to you.
But if you really want to be a Top Seller, aiming to build a high volume in annual revenue, you MUST be unforgettable in your customer service. Sending emails is the only way that you can express your appreciation for your customers. In this post, I am going to share five tactics that are remarkable ways to show your gratitude for customers.
1. Educate Your Customers
Teaching your customers about your product, or topics related to your products, is a win-win scenario: customers feel like they are getting more value than they anticipated, and you as a seller ensure that they use and understand the product more deeply, therefore increasing the likelihood of having a happy customer.
How can you educate your customers?
There are numerous ways, whether ebook, infographic, instruction manual, recipes, or more. Here are a few examples of how some Amazon sellers educate customers:
Like this simple ebook:
or this recipe book:
These added value products also help increase conversion rates at the point-of-sale as well.
I like to send these documents immediately after confirming a sale, and sometimes I even include the document again to ensure that it was received and used.
When considering what type of content to put together as an educational resource, I ask myself some of the following questions:
- Do my customers need to learn how to use the product properly? For example, if I were selling yoga straps, I would want to include an infographic or series of photos on how to do various stretches
- Could my customers extract more value, or have a better experience, with some education? For example, if I’m selling a food processor, can I include some popular and easy recipes?
- Are there additional materials that I can include that can complement their new product experience? For example, if I sell coloring pencils, are there simple pictures that I can include that the customer could print out and use? This is a great way to upsell other complementary products in your product line.
#2. Offer A Surprise Upgrade
Have you ever wearily boarded a plane, dreading the prospect of being squished in the middle seat for 7 hours, only to be upgraded to business class? Well, I have not had that experience, but it sounds friggin awesome!
Now imagine that you can give that same delightful thrill to your Amazon customers. Sounds intriguing, right?
Think about what you can do with your product that would create a remarkable experience for your customers. For example, one product that I sell is bamboo marshmallow sticks. I could hypothetically send some accessories for an incredible s’mores experience, like marshmallows, or Hershey’s chocolate bar, or graham crackers. Each of those are relatively inexpensive, but would create a nearly priceless memory for a family sharing the magic of a campfire s’mores.
#3. Give To A Charity
In the case study in which we launched Jungle Stix, we also donated all of the proceeds to the nonprofit, Doctors Without Borders. The circumstances may be different for you, as we were running the case study as a learning exercise and not trying to turn a profit. However, there is a wonderful growing trend called “Cause Marketing” that ties for-profit businesses with social missions.
TOMS shoes is perhaps the most famous innovator in this respect, creating the Buy One, Give One model where every shoe purchased also means a donation to a child in need.
However, you do not need to donate the entirety of your profits, or give away a free unit of your product to a charity. Even just a small portion of your profits can go a long way in helping other organizations, including yourself. More specifically, I meant that you will be generating good will and inspire your customer base. That is a wonderful dynamic that can truly pay dividends in word-of-mouth and customer loyalty towards your brand.
#4. Offer A Discount (and get incremental sales)
Perhaps the easiest way to wow your customers is by offering sending a discount on subsequent purchases. This strategy will be a pleasant surprise to the recipient, and also offer an incentive to purchase your product with a follow-up purchase.
Executing this strategy is also incredibly simple and straightforward. In Jump Send, you can easily drop in coupon code in a follow-up email that the customer can use later.
If you only have one product that you are selling, you can include the coupon code in the email and ask your customer to forward it to any friends or family who would also appreciate the discount.
What Is Your Move?
Like I mentioned at the top, any post-purchase act that creates a “wow” moment is a good thing for you as a seller. It astounds me to see how few of my many Amazon products don’t have any follow up acknowledging gratitude for my purchase. I’m not asking for anything crazy, but just a simple thank you goes a long way.
What do you do to stand out as a seller with solid customer support? Please drop your thoughts in the comments section, I would love to hear your thoughts!
Most important to make it a personal outreach. Just because you have the ability to reach customers with a mass email, doesn’t mean that you can remove the