Date post: | 23-Jan-2018 |
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Internet |
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From Purchase to
Customer
Satisfaction: 7
Ways to Increase
your Sales
Customers
Want
Your
Products
Customers
Buy
Your
Products
It’s not over
After
Purchase!
Make a
Customer,
not a Sale.
~ Katherine Barchetti
Underpromise.
Overdeliver.
~ Rodolfo Melogli
Meetup Goals
Learn what Works
…Choose 1 Idea
…and Take Action
#ecomDublin
Rodolfo Melogli
Ecommerce Consultant ~ Author ~ Web Developer
Lego Addict
Engineer
Smart Ecommerce
Websites to increase
sales, brick after brick
Steal THESE!
Packaging Inserts
Keyboard Shortcuts
Keyboard Shortcuts
Follow Up Management
Why After Sale
Marketing?
You can sell more after selling
It's not over with the purchase
Build a relationship / start a
conversation
Retaining customer is 6 times easier
than selling to a prospect
Happiness = LTV
1) Thank Customers
“One of the ways we
encourage repeat
business is by sending
our best customers a
handwritten thank you
card with a coupon for
future purchase. It's my
goal to send 1,000 cards
every year, which works
out to just 4 cards every
weekday. I write all of
them personally, but I'm
automating the procedure
of running the reports,
making the coupon codes,
etc to cut down on the
amount of time it takes
me every day.”
TrunkClub
Use quality paper if feasible (or email!)
Use customer first name
State the reason for the card (gratitude)
Mention personal details / customer
experience
Mention future interactions plan
Signature
Thank-you Tips
2) Teach your customers
Brainstorm 15-100 Topics Your Customers Are
Dying To Know
Create An Editorial Calendar
Choose your favourite media
Automate
Re-use content for FAQ, blogs, etc.
Teaching Tips
3) Ship Reliably
How to manage the logistics and quality of service to international
customers? Everything from delivery charges, lead times, taxes and duties, consumer
rights.”
Andrew Murphy
International Commercial Manager
An Post
An Post & Parcels
The e-retail process cycle
International eRetail Delivery Solutions
Your Parcel Journey
1. Drop off at Acceptance Point/Collection from your business
2. Consolidation at An Post International Hub
3. Air Conveyance to Country of Destination
4. Induction into national Postal service
5. Delivery
Tracking at every event
International Delivery Services
IBMS Priority Packet Express International Priority Parcel
·No Signature or Tracking ·Full Tracking ·Full Tracking and signature ·All rates are exclusive of VAT ·No signature ·Items up to 20kg ·Irish return address printed ·Items up to 2kg ·Insurance of €150on top left hand side of item. ·See sample label below ·See sample label below·Ceadunas(PPI) licence printed on top right hand side of item·See sample label below
• Customs documentation
• CN 22 : Non-EU destination & value < €300
• CP 72 : Non-EU destination & value >
€300
• Aviation Security Declaration: EU only
International eRetail Delivery Solutions
• Prohibited items• Full list available on An Post web-site • Service restrictions for some items such as Cash,
Coins, Jewellery.• Destination country may have additional
restrictions
• All countries have their own customs threshold level.
International eRetail Delivery Solutions
An Post & Parcels Innovation
Technology Investment - Realtime Scanning
• Only Postal Administrator to have rolled out handheld to every Postal Operative
• Real Time consignment tracking history
• On line availability of electronic signatures
• Tracking by customer’s own order number or An Post tracking Number
• Track & Trace reports
Premium Delivery Options – As Standard
Customers Choose From:
• Alternate delivery address –
• Pre notification of delivery –
• Real time, interactive re- delivery
• Time slot delivery
• Redirect to neighbour
• Redirect to local Post Office
• Dedicated on line returns portal –
• Coordinated Swap Outs –
• Collection from local Delivery Services Unit
• Ensure your delivery times reflect the delivery option you offer.
• Send an email to the customer confirming item has been despatched and providing tracking number.
• Customs documentation must be fully completed.• The need for a free delivery option or clearly identify
your delivery charges – main cause of cart abandonment.• Have a comprehensive Returns and Refund policy.• The importance of carrying out competitor analysis
Summary – Top Tips
4) Follow Up
“Dell does this very
well. Two to three
weeks after expected
delivery of a Dell
product, a customer
service
representative gives
the customer a call.
The purpose of the
call isn’t to try sell
anything, it’s simply a
courtesy call to make
sure the product has
arrived and the
customer is happy
with it.”
Know why you are calling
Prepare a "script"
Speak briefly, then listen
Make it a conversation
Be yourself.
Ask for the next step
Follow-up Tips
5) Send a Gift
Burberry offers
free alteration
within 3 months
and
complimentary
buttons
replacement.
A good reason why
you'd spend 500€
on a coat
Delicious
Practical
Special Occasion
Add thank you note and explanation
Add offer to giveaway
Ask for the next step
Gift Tips
6) Offer a Guarantee
Zappos: biggest shoe
online shop, recently
bought by Amazon.
365 days
return policy:
customer centric
model
150% average order
value compared to
other shops
customers buy
more and return
less than expected
7) Ask for feedback
Feedback
survey at
thank you /
receipt
page
Workshop
Thank you!
1. Q&A
2. Meetup
3. Next Topic