We’re in the thick of the holiday shopping season. While you are busy handling lots of orders, hopefully, take a few minutes to analyze your online store to increase the chance of getting post-holiday sales.
January is the month people return and exchange items and look to accessorize gifts they’ve received. Take key steps now, though, to boost your averages on overall sales and customer loyalty.
Here are 10 tips to enter 2019 stronger than ever.
10 Ways to Boost January Sales
Show off flexible policies. If you offer no-hassle returns, exchanges, and guarantees, make it clear. While free shipping encourages one-time purchases, easy returns help forge real relationships. It tells shoppers you stand by the products you sell.
Target uses graphics to call attention to three key features: free shipping, easy returns, and the mobile app.
Remind holiday shoppers to sign up for emails. Make sure shoppers don’t miss signing up for your email promotions. If you’re shopping cart allows for a simple checkbox, turn it on. Otherwise, consider using a popover on the invoice page, preferably pre-populated with their information. Be sure to ask only for what you need (name and email address) and give a compelling reason why they should accept the offer.
Respond to requests quickly and professionally. People remember great shopping experiences. Whether via email, phone, or live chat, prompt and accurate replies help increase chances of current shoppers returning after the holidays and telling others about your company.
Use packing slips, not invoices. Some orders will be sent directly to gift recipients, and many gift givers like including gift receipts. By inserting packing slips (without prices), recipients will know exactly where the gift was purchased. This can direct them to your website.
Encourage product reviews. Customer reviews are crucial to ongoing success, and the best way to get them is to ask. Try a few of these proven methods:
- Include a request for reviews right on the packing slip. This can guide both purchasers and gift recipients to share their experience.
- Send a follow-up email that includes a direct link to each product. Keep in mind that gifts may not be reviewed until after the holidays, so consider sending a second follow-up around the first of the year.
- Include product review language and links on order history pages.
Kohl’s sends a simple email that thanks the customer and asks for product reviews.
Entice shoppers with affordable accessories. Be sure to incorporate add-ons into the product page. When people revisit the product page to learn more about their gift or write a review, they’ll be prompted with ideas to accessorize.
Gear post-holiday sales toward the extras. If you sell products that ultimately require gift recipients to spend money to use it, promote those additional items. For example, a store that sells video game consoles should communicate specials on games, controllers, and other accessories after the holidays.
Offer stellar support via your website and social media channels. Prepare to guide people on how to use products or where to obtain manufacturer support. Having this information handy now can help customers who are assembling gifts before the big day, as well as recipients who need help on usage.
Gear up for last-minute shoppers. Making things easy can turn a procrastinator into a lifelong customer. Consider extending live chat, email, and phone hours during the final shopping days. If you don’t offer two-day and overnight shipping, now is the time to implement it on the site.
Guitar Center offers support via live chat, phone, social media channels, and an online support section.
Display shipping cut-off times prominently. Ordering holiday gifts that do not arrive on time is sure to anger a customer, perhaps permanently. Be proactive by determining carrier cut-off times based on methods available and, if possible, the shopper’s location. By displaying order cut-off times at the top of the website and within the checkout, you can avoid negative feedback and disappointed customers.