How To Surprise Your Customers By Improving Their Purchase Expectations
How to Surprise Your Customers by Improving Their Purchase Expectations
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| How To Surprise Your Customers By Improving Their Purchase Expectations |
Like most internet users, you probably have made some purchases online (or many). Do you remember the reception of any of your online purchases in particular? When was the last time you were so impressed that you shared it with your family and friends? Today we talk about precisely this: how to impress your customers when they receive their online purchase.
It is true that the competition is high, perhaps you do not have as many resources as big brands, or you simply do not have time for intricate details. However, a small detail can make a significant difference and turn a satisfied customer into a free brand ambassador.
Thus, as a retailer, exceeding customer expectations will ultimately generate more sales. Let's delve into it!
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Consumers evaluate the quality of products and services by comparing their expectations to the actual experience. Managing these perceptions is crucial for strengthening your position in the market.
Whether you sell a product or provide a service, customer service plays a significant role in shaping customer expectations and perceptions. Therefore, it's vital that customers receive appropriate promotional messages and impacts before they even visit your business.
The First Impression
Your advertising and promotional messages should accurately represent your products or services. The image you present to customers must align with reality. Overhyping your offerings can lead to disappointment, while failing to create sufficient anticipation may result in no online sales at all.
The Price
Price is a critical factor for consumers today. It's essential to give the price the relative weight it holds in your industry and provide potential buyers with necessary information. Depending on your pricing strategy, you may need to offer financing or special promotions. Additionally, clearly convey product quality through detailed images, product applications, tutorial videos, and more.
Learn how to create stunning product photos with minimal resources and produce effective product videos for your online store.
Manage Customer Expectations
Never promise something you cannot deliver. Customers appreciate honesty and transparency. Effective client-brand communication during and after the online purchase process is crucial. Maintain a friendly, expert, and approachable demeanor.
Customers also expect to receive exactly what they purchased. Ensure that reality matches what they saw on their computer screens. Timely delivery of orders is vital, and while you may not control all aspects of delivery, make sure to meet the promised delivery date. A clear and customer-friendly return policy is equally important.
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So, how can you consistently exceed customer expectations? Start by being attentive to your customers. Offer them a live chat option while they browse your online store. Once they make a purchase, consider unique packaging or a small gesture that leaves a positive impression—one they'll want to share with their friends and on social media.
Here are some examples of impressive deliveries from Mr. Wonderful, Corina Nielsen, and BelleVip.
Consider different parts of the process:
- Pre-sale: Interactions users have with your brand before making a purchase.
- Sale: Interactions users have while making a purchase.
- Post-sale: Interactions users have after making a purchase.
In each part of the process, use various communication channels, such as social networks, live chat, promotional newsletters, advertising, product photos, product descriptions, contact pages, payment options, sales confirmations, package delivery notifications, thank-you notes, and return policies.
We understand that managing all of this can be challenging, especially with limited resources. However, adapt these strategies to the size of your business and your available resources. Be creative in areas where you can excel. Your brand is unique, and you created it for a reason—prove it to your customers.
Ulabox, the leading online supermarket in Spain with over 12,000 products and 24-hour delivery, continually surprises its customers despite its rapid growth. With effective and speedy customer service, Ulabox generates satisfied customers who share positive opinions about the company.
