Price: Offering thousands of products definitely is an advantage in the pet industry, where prices determine your placement in many search engines or websites. However, learning how to beat the pricing game is always the best strategy. You will find that most customers will buy in bundle, especially if they feel they are getting a better value.
Cost of Shipping: Over the last several years, sellers have tried a variety of online shipping price strategies. They included a weight-based shipping price (actual shipping costs), bundled items (lower shipping prices) and an average built-in shipment cost (“free” shipping).
Follow-up Letter: Online consumers don’t want to feel like a number. They require the same care and courtesy as a customer you deal with face to face. Send them a thank you letter, along with any information pertaining to their order and a means of contacting your store in the event of an issue with their purchase. A simple email really goes a long way; many are repeat loyal customers because of this gesture.
Returns: Make sure your return policies are clear. The first thing your return policy should say is the length of time allowed for a return. Do not hide important information — post the return period, any restocking fees and what you do and do not accept. The return process should always be handled very delicately with an offer to exchange an item for one your customer needs.
Mistakes and Errors: Mistakes are bound to occur. After making a mistake, the first thing you should do is apologize. Then, inform your customer of your intentions to get it corrected, when it will be corrected, and the time frame in which you will provide them with a refund. For example, when an error occurs in our shipping department, we send the corrected item same day, throw in a free item for the consumer’s pet, and offer 10% off the customer’s next purchase. This gives us a chance at future business and makes them feel appreciated.
Customer Feedback: Invite all of your customers to leave feedback regarding their experience with your company. The interaction with customers is the most integral part of an online business. Your online customer could have chosen any company to do business with, so you need to make sure they remember your company positively and come back next time.
Returns: Make sure your return policies are clear. The first thing your return policy should say is the length of time allowed for a return. Do not hide important information — post the return period, any restocking fees and what you do and do not accept. The return process should always be handled very delicately with an offer to exchange an item for one your customer needs.
Mistakes and Errors: Mistakes are bound to occur. After making a mistake, the first thing you should do is apologize. Then, inform your customer of your intentions to get it corrected, when it will be corrected, and the time frame in which you will provide them with a refund. For example, when an error occurs in our shipping department, we send the corrected item same day, throw in a free item for the consumer’s pet, and offer 10% off the customer’s next purchase. This gives us a chance at future business and makes them feel appreciated.
Customer Feedback: Invite all of your customers to leave feedback regarding their experience with your company. The interaction with customers is the most integral part of an online business. Your online customer could have chosen any company to do business with, so you need to make sure they remember your company positively and come back next time.
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