Children's wear shop Kompani Knut always wraps the products first in silk paper in the parcels. Lindex Shop Online sends a little greeting with a personal signature from the person who has prepared the parcel.
There aren’t a lot of stores that pay attention to the extra small things, but the ones that do, often have returning customers and better relations with their customers. And that sounds good. Something that can be worth the extra small cost it will be to create a more personal customer experience. A little greeting. Or a silk paper and a personal sticker that wraps the product which now has a bit of a wow effect. Almost as if you don’t want to open it, at the same time as you want to wrap it up and see what’s inside the thoughtful packing. Or a discount code for the next buy, or a little gift since the delivery took a few days extra due to high order volumes. Which is most likely ending up in another purchase. And if you ever saw it as a problem, everything is now forgotten.
If you have just a web store, you are not likely to meet your customers and create a personal contact. You will probably not even e-mail them part from the automatic e-mails. Some will be dissatisfied and you will never hear about it. Some positively surprised without you ever getting feedback that they are pleased. But if you create a mark, your chances improves to both having a returning customer, and also that the customer spreads the word. It is not just the customer’s physical friends that get to hear about a successful purchase. At different forums and Facebook groups with thousands of members in each groups, web shops are discussed every day, and believe me, there are a lot of people with great purchasing power, who care about the buy even after the click at the cart.
And if you have a store where the products are being handed out carefully, your customers will expect the same treatment at the web store. Personal packages doesn’t have to be advanced, just well thought-out.
