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If you’d prefer to keep a more basic option, including an exclusive offer or discount to repeat customers (utilising a packaging insert), it’s a good idea to take some extra steps to add a level of personalisation to the insert. Even just including the customer’s name - handwritten or not - somewhere on the insert tells the customer that you’ve given them the time of day.
via email, phone or surveys is a great way of helping to understand why they left you high and dry. More often than not, customers are shocked or confused by something fixable in the checkout process, such as shipping costs. Working with them to come to a solution is a great way to delight your now-customer.
found that 89% of customers agree that good service makes customers feel more positive about your brand; however, 48% of people said that they are suspicious about how their data is used.
that (as opposed to spending more and more). The remaining 10% who spend more claim to have no choice, either because they are locked into a contract, or have no other alternative.
feel that the company had an opportunity to retain them but failed to capitalise on it. Take that opportunity!