Top tips to ensure your customers are happy in the run up to Christmas

19th Nov. 2014

After Thanksgiving, consumers will continue to shop for Christmas presents, both online and directly at shops. For those that missed or were not able to buy their Christmas goodies on Black Friday (the Friday after Thanksgiving), they will continue to shop leading up to the Christmas holidays. This is an important opportunity for online retailers, not only in terms of increasing sales, but also keeping customers happy.

Top tips to ensure customers are happy are:

• Sending out special offers in a timely manner
• Clearly highlight availability and delivery timing
• Have enough resources to meet increased customer demand

The run-up to Christmas is traditionally the busiest time for retailers and it is essential to maximise sales and that means sending out online discount emails and highlighting feature products on their website in a timely manner.

However, as an online retailer, it is also important to maximise customer satisfaction as well. Since most customers will be shopping online for Christmas presents, it is important to clearly highlight what the inventory levels are and what the delivery timeline is – avoiding misunderstandings is important. The last thing shoppers want are gifts not arriving in time for Christmas!

Online retailers need to be prepared for larger than usual volumes of orders in the run up to Christmas. This means potentially hiring more staff to process orders and answer queries from customers. It may also mean increasing inventory of featured or popular products. Online retailers need to think about offering additional services such as express and/or international shipping and gift wrapping, if these are not already on offer.

During this time, online retailers should look to capitalise on customer satisfaction, as nothing is more powerful than a positive review, from a satisfied customer; and of course the flip side is also true, a dis-satisfied customer can wreak havoc with a brand with tales of poor customer service going viral on their social media accounts.

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