It is proven that it's easier to get an existing customer to
come back than it is to get a constant influx of new customers. It is also
proven that repeat customer spend more when they come back than a new customer.
But how do we keep those existing customers coming back for
more?
The answer may be a lot simpler than you think....
A customer that gets excellent service from you is likely
going to tell everyone what a great experience they had. This not only helps
your shop, but the Etsy community as a whole.
How can we make a customer a repeat customer?
Here are some great ways to keep them coming back for more.
Brand and label your items
This is something our fellow
Rock Star Kelly is an expert in. Branding is a big BIG deal...you need a
branding plan. It's more complex than just slapping a giant logo on everything
you sell. It's a balance. A simple tag on all your items, a business card, your
shop header, you need to make your mark, but not in an over bearing way. And
everything should have a cohesive theme.
Customer service
Maybe ship the package a day earlier
than your ship times indicate...your buyer will be surprised. Or if you know
the item is a gift, maybe you can make it look cute for them with a little
extra effort in your packaging so they don't have to worry about that when it
gets to them. Include a sample of something as a sweet little surprise! or even
a handwritten note to thank them. These are all things you can do that will
surprise your customer and make them think of you again, without breaking the
bank.
Social Media
Be sure to add your Twitter and Facebook
to your Etsy page so your buyers can easily follow you. Interact with your
customers on those pages. It doesn't have to be all business ALL the time, but
you should discuss topics in your target audience. Give shout outs to great
customers. You don't have to mention their names, just an acknowledgment that
you think they ROCK and hope they love what they ordered is enough.
Remember...the best part about buying from an individual is that it's a more
personal relationship than mass produced items they can get. Make it a fun and
unique experience.
Advertising
Need help spreading the word? Ask your
customers to help out. You'd be surprised how many of them would be more than
happy to sing your praises to their friends, family, and colleagues. Get them
involved and let them feel like they have helped out their new friend that just
happens to sell them some really awesome stuff!
If you missed any of our posts in the Improving Your Etsy Shop Series you can find them here: