You and I both know the importance of a satisfied customer. It’s crucial. If they are not satisfied, your refund rate shoot up and the next thing you know, you just halved your profits.
Now, if you don’t have any kind of guarantees, then you’re a fool. Guarantees are almost guaranteed to increase not just sales but profits as well.But the key to making guarantees work, is of course, customer satisfaction.
There are many ways you can increase customer satisfaction, but here’s a very simple one: telling your customer what you did for them. Simple things such as upgrading their shipping options works well.
A week ago I purchased a new iPhone from a relatively unknown retailer. I chose standard shipping which takes 4 - 5 days but guess what? I received an email about 3 hours later that says,
"Although you’ve chose standard shipping, we are upgrading it the express next day shipping and your order will ship out tommorow. This is our way of showing our appreciation. Note that the upgrade does not cost you anything."
Am I the only one who got the free shipping? I’m guessing not but it sure makes me feel special and I always welcome this kind of surprise.
So here’s the lesson to learn: Give your customer an irresistible offer that he can’t refuse and over deliver by surprising him with little gifts that has great effects.
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