There will never be a perfect time, don’t wait to engage with your customers!

During the pandemic, the latest way to connect with your customers…is to not contact them. Physically, that is. Many businesses are still providing top-notch service, even as we are physically distancing ourselves to lower the risk of contracting or transmitting COVID-19.

Restaurants and bars, along with clothing and goods storefronts, are instituting new methods of getting their food and products to their customers through inventive and creative methods. Rather than allowing new rules to diminish the experience, owners and operators are thinking of ways to provide a positive buying experience and increase long-term loyalty. What does that mean for you and your company as you face the same challenges?

Bundle goods and services in new ways

Across the United States, most restaurants are being labeled as essential service companies but with the rules limiting the number of people allowed to gather in one building, dine-in service is out of the question. I’ve been impressed to see how thoughtful the dining teams have been about packaging whole meals, along with beverages, to still give their customers the appetizer-entrée-desert components in takeaway.

Here in Texas, where I’m based, the governor has relaxed the rules about alcohol delivery and take-way and many places are selling their signature drinks as an add-on. If you sell products, what combinations can you offer customers to help them imagine the experience they can have from a line of haircare or facial goods they may not have imagined? Curating their purchase not only gives them more exposure to your lineup, it helps you understand what combinations can sell in the future.

Invest in packaging

Unboxing videos are a popular way that customers have been sharing their purchases for some years. We use our eyes as part of our enjoyment and investing in new and unique packaging is a low-cost way to surprise your customers.

If you can make the packaging sustainable, that adds a valuable element to why they should be buying from you. Upgrade the bags, boxes and enclosures as well as small touch-points like tags, packaging materials like tissue paper and thank you notes.

Make use of social media to share customer stories

What good is a customer purchase if no one knows they bought it, right? Make a wave by asking your audience to share what they’re buying with their own followers along with their review. You can request this through email marketing or in-app messaging and incentivize it by offering future credit or discounts.

There is a risk that you may have an unhappy customer who isn’t pleased by the change in the buying and delivery process and they decide to share that. However, I’ve found that most people, especially your most loyal customers, are understanding of the ways that commerce is changing and want to support you staying in business.

Keep updated inventory to ensure expectations are met

Almost all of us have experienced that moment of intense disappointment when we’ve added a purchase to cart and are set to check out only to find out that the site had an error and what we want isn’t in stock. You don’t want to be the brand that is letting people down because your inventory wasn’t correct.

Make it a priority to ensure your numbers are correct and updated regularly as customers check out to avoid not being able to fulfill someone’s need for the best work-from-home outfit or self-care product.

Surprise and delight

The brands that go above and beyond in bringing an unexpected smile to their customers’ faces will be rewarded when the travel and gathering restrictions are lifted. The surprise and delight tip doesn’t have to equal a massive spend on your part.

What small ways can you provide an unexpected but welcome moment in the lives of others? The note included in their order thanking them for supporting an independent business, the email that shares a picture of your work from home set up, complete with dogs, cats and kids, or a video dropped on your social media channel that authentically talks about your gratitude. If you can afford, include a freebie that elevates their experience in their orders as well. Be the kindness you wish to see, and it multiplies.


What ways have you seen businesses uniquely providing delivery and carry-out wins from online or in-app purchases?

Sandbox Commerce Engage – Segmented Push Notifications

Why Does Segmentation Matter?


We’ve discussed the power of push notifications in previous blogs. The open rate is superior to e-mail and can be used strategically for very targeted messaging. While a mass blast to all your subscribers may be effective in terms of number of people reached, it can come back to bite you. 

One of the key features of mobile commerce that shoppers gravitate towards is the ability for brands and retailers to personalize the shopping experience for their customers.

Yes, your notification will reach a large number of customers, but you run the risk of customers opting out of notifications, if they feel they’re being spammed with irrelevant and/or too many messages.

Irrelevant notifications can lead to:

  • Customers unsubscribing
  • Fewer return visits to your app / e-commerce site
  • Lost revenue

This is where segmented push notifications come in. Yes, it’s exactly what it sounds like. Rather than a ‘shotgun’ approach where you send out a wide blast and hope to hit something, segmenting your messaging enables you to target more relevant promotions and communications to your intended audience.

The ability to selectively focus on groups of customers who share similar interests is a game-changer in terms of customer experience. When customers view content that’s relevant to them, it reinforces the perception that your company understands their needs, which in turn, strengthens customer loyalty.

 

 

 

Key Features of Great Retail Apps

If you’re familiar with e-commerce, and/or have read our other blogs, you know that e-commerce is being re-shaped and overtaken by mobile commerce. For brands and retailers who haven’t come aboard and launched a mobile app, there’s no better time than the present to get started.


With that in mind, let’s take a look at some things to consider about your app, that will attract your loyal customers, and more importantly, keep your app on their mobile device.

 

 

Good User-Experience (UX)

This is a pretty obvious element, but it bears mentioning. Put yourself in your customer’s shoes. Better yet, think of apps you have on your own mobile devices. Are they difficult to use and navigate? Probably not. Screen space is valuable real estate, and nobody is going to keep an app on their device that isn’t simple to use.

 

Some Elements of a Good UX

  • Make things easy to find
  • Clearly identify and provide detailed descriptions of your items
  • Fast, secure, checkout
  • No hidden costs

Personalized Offers

 

Just because you’re using technology, and aren’t face-to-face with your customers, doesn’t mean you can’t add a personal touch to their interaction with your app. 

This is a prime example of why capturing rich customer data is important for understanding your customers interests and buying tendencies.

One example to take note of, is personalized push notifications. Amazon Prime does an excellent job with this. They will make personalized recommendations based on past purchases or related to items you may have left in your cart. 

 

Flash Sales and Discounts

 

F.O.M.O…An acronym that stand for ‘Fear of missing out’. It’s that gut-wrenching feeling that everyone else is taking part in something, or getting something, and you’re on the outside looking in.

Flash sales are a business model in which a company offers a single or limited product selection for a discounted price over a short period of time. Sales typically last anywhere between a few hours to 24-36 hours.

You may not even need/want what’s being sold, but the idea of scarcity, and losing out on great deals is too hard for many customers to pass up.

 

Discounts are obvious. Why would anyone NOT want to save money? This is likely THE reason your customer downloaded your app. Make sure they’re seeing the benefits of having your app on their device. Also consider offering certain items as ‘app-only’ purchases. 

 

Alternative Payment Options

Aside from secure payment options, digital customers demand a variety of payment options.

The reason is two-fold: Simplicity, and security.

Popular modern payment options include:

  • Paypal
  • Venmo
  • Amazon Pay
  • Google Pay
  • Apple Pay

Simple check-out with minimal steps, and protected personal information. That’s what your customers expect.

Even cryptocurrency options like Bitcoin are gradually becoming payment options with retailers.

 

This was not by any means an exhaustive list. Consider these a solid foundation to build upon if you want to launch and maintain a successful retail app.