Good news! Your marketing team has had an amazing quarter, and orders have come flooding into your online store. Your warehouse is busy putting together orders, and your finance team has a smile from ear to ear.
In all the excitement, though, is anyone thinking seriously about customer retention?
Epic customer service only really gets into gear after a purchase has been made, and one of the easiest ways to keep folks coming back is by showing a little customer appreciation. That is to say, offering a little ‘thank you for your purchase’ as a follow-up to every order.
Why is customer loyalty so important? Well, first of all, there’s the economic incentive. It’s always cheaper to market to an existing customer than to new customers, and it’s easiest of all to market to a happy customer.
Secondly, you should never underestimate the power of word-of-mouth marketing. Every satisfied customer is a potential unpaid salesperson for your brand. Showing your sincere appreciation of their business will make them even more inclined to tell their friends about your company and bring even more repeat customers your way.
If you want to keep lines of communication between you and your customers, don’t sit around waiting for them to contact you. Make a big deal out of their first purchase, send more than just an email, and make sure to express your genuine gratitude.
In this post, you’ll discover tips on positive customer relationship building through customer appreciation, and learn how customer satisfaction is an essential element of your business and its success.
Most of all, we aim to champion the humble thank-you note.
1. Define your customer groups
To deliver the perfect customer experience, you must first know your customers.
In order to know exactly what to say, and to plan your budget accordingly, you can categorize your customers into groups. You will then be able to send them different thank you for your purchase notes depending on their value to your business and relative level of engagement.
You can personalize your thank you note for returning customers, high-value customers, or during special holidays.
How you divide up your customers is ultimately up to you, so feel free to experiment, but here are a few categories you might tailor thank you notes to:
- Regular customers. Specific customers coming back, again and again, deserve special recognition.
- Returning customers. So they might not be a loyal customer yet, but showing some customer appreciation when someone comes back for seconds can go a long way.
- Customers celebrating their birthday. During a customer’s purchase, you may collect their birth date as standard. Use this information to create an emotional investment in your brand.
- Customer loyalty program members. Does your own online store offer a loyalty program? Not only is this a sensible addition to your marketing strategy, but it shows you which customers deserve a little more attention.
- VIP or high-value customers. Big spenders mean more sales and higher revenue. There’s no shame in making sure high-value customers have a particularly positive experience.
- Thank you cards for special occasions. High sales evens, such as Valentine’s Day, Easter, or Christmas, are a great opportunity to remind customers about your brand and invite them back to make a purchase.
2. Choose a form of sending thank you for your purchase note
Once you have an idea of how you’re going to split up your customer base, it’s time to start thinking about what form your thank you message is going to take. There are many different formats in which you can send your thank-you note.
As with everything in this article, there’s really no limit to how you could send a thank you note. Even if you wrote it on a brick and threw it through the window of each customer, the message would still get across (though you probably couldn’t expect any further orders).
Below, we share some ideas for the kind of formats that you might choose for your messages. As always, try and be as creative as you can!
Let’s start out simple. How about just attaching an elegant paper card to the delivery packaging you’re sending out to your customer?
This could be a standard printed card, like a business card, which just adds a little personal touch to each order.
If you have the time and resources, adding a handwritten note inside the packaging of each customer’s purchase helps your thank you note come across more personal.
It’s worth keeping in mind that so-called word of mouth marketing isn’t just about people actually speaking. Getting your company’s name shared on social media is an easy way to spread the word about your business.
Hand-written thank you notes are exactly the kind of thing folks will share on their feeds.
Probably the most cost-effective way to say thank you for your purchase is with a post-purchase email.
It also has the lowest amount of effort. It’s more than possible to prepare a template for all customers to send after a purchase has been made or delivered.
While an email is cheap and easy, you also need to contend with the reality that’s it’s also the least personal way to write a thank you message. Most stores will send a thank you for shopping email after a purchase, and it will definitely inspire the least customer satisfaction.
That said, if you’re just starting out or are short on funds, a nicely worded and designed email is better than a dry order note.
It might not occur to you right away, but a nice idea for keeping your company name in the mind of your customers is to write a thank you text message they’ll receive on their mobile.
This has much of the ease and affordability of sending an email but has the advantage of being both more novel and more noticeable than just sending an email into an already over-full inbox.
Your customer will definitely feel nice when you send them an SMS. Also, it will be difficult to avoid the thank you note.
Don’t just send it as soon as they make a purchase. Wait until their items have been delivered, or simply set a fixed amount of time before sending through a short text message of thanks. This is the best way to pull customers back towards your brand.
Small gift or sample
Nothing catches people’s attention or attracts more loyalty than free stuff. While a nice handwritten thank you note might come from the heart, a free gift will win over even the most hard-nosed customer.
Free gifts could be anything from simple branded stickers (which have the added benefit of doubling as a marketing tool) to small handmade products that show you’ve put in the time, care and attention. It is a way of showing gratitude that tells each customer there’s a real person behind your store name.
This is something you should consider especially for customers who made a pricey purchase, but you shouldn’t limit yourself to big spenders. A small sample might not be a costly thing, but it will definitely put a small smile on someone’s face.
If you see the aim of thanking customers as being attracting more future then we’d suggest that with each thank you note, you offer a gift card voucher for the customer’s next purchase.
It’s a good idea to put a time limit on the use of any vouchers you send out. This way, you’ll ensure that customers won’t leave it too long before visiting your store again.
This is another idea that requires a little more time and resources, and may only be suitable for use with higher-spending customers. Instead of just a quick note, how about a video message to say thank you for shopping with us?
While it might be a little more laborious and time-consuming, this is definitely one of the most original ways to send your thanks. It is certain that customers will remember your brand if they receive a personalized email.
Also, think about this: sending a short, personalized video gives your customers content in the perfect format for sharing on Instagram, Facebook, or TikTok. Your brand could go viral through social media posts simply through a thank you for your purchase message.
While this might be a high effort approach that requires more resources, it’s also arguably the highest impact option on this list too.
3. Use a warm personal tone
So, you’ve categorized your shoppers and decided what format you’re going to use for you thank you for shopping message when customers purchase items in your store. Now you need to strike the perfect tone for each purchase card.
First things first, whatever tone you use to address a customer should always match your brand’s regular tone of voice.
If you’re usually less formal than saying “we sincerely hope you enjoy your items”, then this should be avoided here, too.
Paying attention to how phrases sound to a customer is crucial here. You want your purchase cards to represent what the personality of your business means.
Now that’s all said, there are a few rules that should apply to all thank you for shopping with us messages:
- Connect with your customer by using their name. Just because a business is big and faceless doesn’t mean you should treat a customer that way.
- Show your appreciation for choosing your online store and company over others. Acknowledge you have competitors and that your customer has a choice.
- Invite the customer to return to your store anytime. Always stay in sales mode, even when you’re just saying thank you.
- Add appropriate endings such as “Best regards” or “Warmly”. Keep things cordial right to the end.
4. Make your customers feel special
Even if you’re lucky enough to have hundreds, or even thousands, of customers visit your store every day, that doesn’t mean you can’t make every one of them feel like your most valued shopper.
You can demonstrate exclusivity by using words such as “just for you” or “for our loyal customers.”
It’s can be the perfect way for your business to tell your customers, “shopping with us is a special and unique experience.”
5. Be creative, not repetitive
While you can certainly reuse your own concepts and ideas for multiple customers, try not to borrow too much from other businesses or use overly simple thank you messages.
The whole idea of this is to make sure that your business sticks in the customer’s mind. That’s why you should try and find unique and special ways to make your customers remember you.
By all means, try and find inspiration wherever you can, but it’s advisable to try not to use ready-to-use templates.
Workshop ideas in your company, and see if you can come up with a really unique and special message or message format that will make you totally unforgettable.
The don’ts of creating a thank you note
This post so far has focused heavily on the things you should do when sending a customer a “thank you for shopping with us” note. However, on the flip side of the coin, there are things you really should avoid to make sure your message is received well.
- Don’t treat your customers as numbers or statistics and send messages such “thank you for your business”. It doesn’t have to be a handwritten thank you letter every time, but it should feel personal.
- Don’t be pushy in expecting something in return such as social media posting. Instead, try and create content that a customer would want to share (and tag your business) naturally.
- Remember thank you note is not about sales so don’t use it as an opportunity to promote a new product. However, do remember to leave the door wide open for further business.
When communicating with customers, think of them as friends. Treat the message like you would with a note you’d send without expecting anything in return.
Thank you for your purchase note inspirations
Are you keen to write a thank you message, but unsure exactly what to say?
While the sky is the limit when it comes to thank you notes, there are some solid starting points for anyone. Take a look at the ideas below to inspire your own thank you messages.
First though, remember that, since everyone prefers personalized thank you messages, it’s advisable to add the customer’s name and other details that will make the message special.
- “Thank you for being our valued customer.”
- “Thank you for choosing our product, it means a lot to us.”
- “Thank you for your purchase. Hope you will love the product.”
- “Thank you for supporting our small business, you’re a hero!”
- “Thank you for coming back to our shop. Here’s a little gift of appreciation for you.”
- “Thank you for shopping with us. We’re so glad the item [you purchased] found a new home.”
- “We are honored to have customers like you. Please find the attached voucher for your next shopping!”
- “Dear [name], in a world full of options, I wanted to take a moment and say thank you for choosing us.”
It’s always a good idea to include your company name in your thank you note. This way, if customers share your note on social media or with friends, people will know exactly where to find you.
If you’re still short of inspiration, you can always get help from a thank you note generator to craft the perfect message. If you want to explore this route, we recommend you check out Thank You Note Samples or Lizard Alert, both of which will give you a free sample of not ideas.
Benefits of sending thank you for your purchase note
Now that we’ve spent time exploring how to craft the perfect thank you message, let’s take some time to discuss why customer appreciation is so important, and how taking the time to write a thank-you note can help your online store flourish.
Sending thank you for your purchase note is a simple act, but it has an outsized number of benefits.
At the end of the day, most online stores rely on the return custom of loyal shoppers to get by. While you should always be on the lookout for new customers, looking after those who already love your brand should be a priority.
When you’re thinking about your sales funnel, happy, loyal customers are the easiest to move towards a sale, since they’re already familiar with your offering, and hopefully have trust in your brand.
One of the simplest ways to convert a visitor making their first purchase into a long-term loyal customer is by sending them a friendly, personalized, and genuine thank you note. Better yet if it’s free from any sales message or expectation.
Increased customer engagement
Customer engagement is a measure of how much interaction occurs between your brand and your customers. The more engaged your customers are, the more likely they are to return to your store, make a purchase, and recommend your store to friends and family.
Sending thank-you notes builds more interactions between your business and customers. It may be a one-way form of communication, but it inspires two-way communication in the future.
Increased customer satisfaction
Every satisfied customer is a potential brand advocate. That is to say, they are customers that feel highly motivated to share news and information about your brand, and speak positively about your company.
It has been shown time and again that the more positively a brand is perceived by customers, the more unpaid promotion it will receive, whether in write-ups about positive experiences, across social media, or by word of mouth.
For online stores, positive reviews can make or break your eCommerce business. Many customers are satisfied with their recent purchase showing support means it’s far more likely that others will want to shop with you.
Even just on a human level, receiving a thank you note after making a purchase is likely to make people happy. Getting a little thank you and positive affirmation will give your customers a little burst of serotonin in their brains, making their day a little brighter, and forging strong, positive associations with your brand in their minds.
Make your customers feel appreciated and send them thank you for your purchase note
A small note to say thank you for your purchase may on the face of it sound insignificant, but it can mean a lot to shoppers.
Aside from just being a nice addition to your packaging that adds to customer satisfaction, a well-phrased thank you note can drive up loyalty and even act as a marketing tool in its own right.
If you run a brick-and-mortar store, rather than one online, you’d kindly thank your customers when they make a purchase. It only makes sense that you’d want to strike the same tone with online orders.
As mentioned earlier, painting your business in the best light with personalized thank you notes is all about creativity. The more eye-catching and unique your notes or cards are, the more likely a customer is to take notice and share your note with friends and family.