As your business grows, you need to make sure your online and offline experiences are cohesive and unified. To stand out, make every shopper feel like your most treasured customer when they interact with your digital storefront and when they interact with you in-person.
Online, a tier-based loyalty program is the place to start. Tiers allow you to place shoppers at different levels depending on how much they spend and engage with your store. At each level, the VIP perks (such as advanced customer service or discounted shipping) should become more desirable. This way, you're showing your most valuable customers that you care about their individual shopping experiences.
To make customers feel valued offline, pay close attention to the unboxing experience.
I recently ordered a new yoga mat and immediately shared the brand with my friends as I was impressed by the experience I got when the order arrived. This is because the brand included a freebie with the order (cleaning products for the new yoga mat) and a heartfelt thank you note.
In ecommerce, first experiences count. When a customer receives their order, this is often the only in-person engagement they have with your brand. Woo them with that, and they’ll return more often as you’ve left them feeling positive about your brand.
Ladieswear brand, Never Fully Dressed, is all about making their most loved customers feel special. First, their loyalty program page is hyper-personalized. Once members sign in, they’re welcomed with a personal greeting and their loyalty points balance.
Shoppers get additional points for inputting their birthday with the promise that they’ll get a special gift once the day rolls around. Their tiered loyalty page is also personalized, showing shoppers which tier they’re currently in and the amount they need to spend to move up.
By making your shoppers feel special both on and offline, you’re building up the emotional connection they have with you. Over time, you’ll build up a cohort of loyal shoppers who will return and spend again as you scale.