From Purchase to

Customer

Satisfaction: 7

Ways to Increase

your Sales

Customers

Want

Your

Products

Customers

Buy

Your

Products

It’s not over

After

Purchase!

Make a

Customer,

not a Sale.

~ Katherine Barchetti

Underpromise.

Overdeliver.

~ Rodolfo Melogli

Meetup Goals

Learn what Works

…Choose 1 Idea

…and Take Action

#ecomDublin

Rodolfo Melogli

Ecommerce Consultant ~ Author ~ Web Developer

Lego Addict

Engineer

Smart Ecommerce

Websites to increase

sales, brick after brick

Steal THESE!

Packaging Inserts

Keyboard Shortcuts

Keyboard Shortcuts

Follow Up Management

Why After Sale

Marketing?

You can sell more after selling

It's not over with the purchase

Build a relationship / start a

conversation

Retaining customer is 6 times easier

than selling to a prospect

Happiness = LTV

1) Thank Customers

“One of the ways we

encourage repeat

business is by sending

our best customers a

handwritten thank you

card with a coupon for

future purchase. It's my

goal to send 1,000 cards

every year, which works

out to just 4 cards every

weekday. I write all of

them personally, but I'm

automating the procedure

of running the reports,

making the coupon codes,

etc to cut down on the

amount of time it takes

me every day.”

TrunkClub

Use quality paper if feasible (or email!)

Use customer first name

State the reason for the card (gratitude)

Mention personal details / customer

experience

Mention future interactions plan

Signature

Thank-you Tips

2) Teach your customers

Brainstorm 15-100 Topics Your Customers Are

Dying To Know

Create An Editorial Calendar

Choose your favourite media

Automate

Re-use content for FAQ, blogs, etc.

Teaching Tips

3) Ship Reliably

How to manage the logistics and quality of service to international

customers? Everything from delivery charges, lead times, taxes and duties, consumer

rights.”

Andrew Murphy

International Commercial Manager

An Post

An Post & Parcels

The e-retail process cycle

International eRetail Delivery Solutions

Your Parcel Journey

1. Drop off at Acceptance Point/Collection from your business

2. Consolidation at An Post International Hub

3. Air Conveyance to Country of Destination

4. Induction into national Postal service

5. Delivery

Tracking at every event

International Delivery Services

IBMS Priority Packet Express International Priority Parcel

·No Signature or Tracking ·Full Tracking ·Full Tracking and signature ·All rates are exclusive of VAT ·No signature ·Items up to 20kg ·Irish return address printed ·Items up to 2kg ·Insurance of €150on top left hand side of item. ·See sample label below ·See sample label below·Ceadunas(PPI) licence printed on top right hand side of item·See sample label below

• Customs documentation

• CN 22 : Non-EU destination & value < €300

• CP 72 : Non-EU destination & value >

€300

• Aviation Security Declaration: EU only

International eRetail Delivery Solutions

• Prohibited items• Full list available on An Post web-site • Service restrictions for some items such as Cash,

Coins, Jewellery.• Destination country may have additional

restrictions

• All countries have their own customs threshold level.

International eRetail Delivery Solutions

An Post & Parcels Innovation

Technology Investment - Realtime Scanning

• Only Postal Administrator to have rolled out handheld to every Postal Operative

• Real Time consignment tracking history

• On line availability of electronic signatures

• Tracking by customer’s own order number or An Post tracking Number

• Track & Trace reports

Premium Delivery Options – As Standard

Customers Choose From:

• Alternate delivery address –

• Pre notification of delivery –

• Real time, interactive re- delivery

• Time slot delivery

• Redirect to neighbour

• Redirect to local Post Office

• Dedicated on line returns portal –

• Coordinated Swap Outs –

• Collection from local Delivery Services Unit

• Ensure your delivery times reflect the delivery option you offer.

• Send an email to the customer confirming item has been despatched and providing tracking number.

• Customs documentation must be fully completed.• The need for a free delivery option or clearly identify

your delivery charges – main cause of cart abandonment.• Have a comprehensive Returns and Refund policy.• The importance of carrying out competitor analysis

Summary – Top Tips

4) Follow Up

“Dell does this very

well. Two to three

weeks after expected

delivery of a Dell

product, a customer

service

representative gives

the customer a call.

The purpose of the

call isn’t to try sell

anything, it’s simply a

courtesy call to make

sure the product has

arrived and the

customer is happy

with it.”

Know why you are calling

Prepare a "script"

Speak briefly, then listen

Make it a conversation

Be yourself.

Ask for the next step

Follow-up Tips

5) Send a Gift

Burberry offers

free alteration

within 3 months

and

complimentary

buttons

replacement.

A good reason why

you'd spend 500€

on a coat

Delicious

Practical

Special Occasion

Add thank you note and explanation

Add offer to giveaway

Ask for the next step

Gift Tips

6) Offer a Guarantee

Zappos: biggest shoe

online shop, recently

bought by Amazon.

365 days

return policy:

customer centric

model

150% average order

value compared to

other shops

customers buy

more and return

less than expected

7) Ask for feedback

Feedback

survey at

thank you /

receipt

page

Workshop

Thank you!

1. Q&A

2. Meetup

3. Next Topic