5 Tips for Improving Retention with Online Customers

Try these five tricks to improving your retention with online customers. 

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Online businesses have to go the extra mile to build the same kind of trust that happens so naturally when you have the luxury of face-to-face sales. Online buyers are not automatically customers for life. It’s up to you to nurture that relationship and encourage second purchases. Here’s how:

Include a handwritten thank-you note in the package. When you ship, take a few minutes to write a short note thanking the buyer for their purchase. It captures that human touch in a very tangible way, and it’s something the big players in the industry don’t have time for. You’ll stand out.

Send a branded promotional item. A koozie, pen, magnet-any item that will be used often is a great candidate for sending along in packages. When the customer opens the box, the little extra things make it special.

Promote another product with a free sample. Let’s say you print shirts and cut vinyl. If a company orders their logo on 100 shirts, how cool would it be to send them a vinyl of their logo as well? Everyone loves stickers. And more importantly, it subtly showcases your other services.

Give them a discount code. Customers who make one purchase likely have need for more of your product. A discount code, maybe in the realm of 10-20 percent, is not only a good incentive to buy again, but it’s also a gesture that builds goodwill. Try including it in that handwritten thank-you note.

Schedule a designated time for follow-up. Your customers are busy, too. They may likely be dragging their feet to reorder. Make a note in your calendar to reach out again in a few months.

This tip appears in a longer blog on the Inksoft website. To see the full article, visit:

Mike Clark

Mike Clark is the former editor-at-large for GRAPHICS PRO and former associate editor for Printwear magazine. He now serves as managing editor for RV PRO magazine. Contact him at [email protected]

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