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Story by
daniellexo
Published on December 18, 2008 in How-To |
Photo by |
I ran some very scientific and fancy tests here at the Etsy Labs and I found out a few things about customer loyalty.
- It costs a whole lot more (or some might say, a heck of a lot more) to gain a new buyer than to retain your current buyers.
- When those buyers come back, they spend more! This is because when they do come back, they trust you a little more and are willing to spend a little more.
- Return customers are also more likely to chat up your shop to friends. So here are some things to think about to help you build a great group of loyal customers.
Create new “episodes”. I’m sure you’ve been a loyal follower of a sitcom or drama. Why is that? You felt “connected” to these characters and plot developments, right? How can you get your customers to tune in?
- Be consistent! Give your customers something to tune into every week. A new design weekly, perhaps?
- How about updates on your life as an artist? Put these in your shop announcement. Short, sweet, statements that keep your customers connected and wondering what you might be up to next week.
- Weekly blog posts on certain subjects, etc. Tuesday Etsy Picks, Wednesday How-To’s, Thursday’s Free Print of the day. Make sure you link back to your Etsy shop often!
- Be a little eccentric. Adding a little bit of intrigue always helps! Don't be afraid to be yourself.
Before the sale
There are a few things you can do, even before you've made a sale to your new loyal customers, to ensure they'll be satisfied.
- Make sure you have great policies in order but don’t over promise!
- Pay attention to all the little details - keep your item photos and listings as accurate as possible.
Wow Your New Customer
Make it personal right away! Just after a sale be sure to:
- Let your buyer know the item has shipped and provide a tracking number if possible.
- Ask them to let you know when the receive the item, and to leave feedback if they are happy!
- Let them know if they have any “questions” (never use negative terms like “problems” or “issues”) that you are happy to answer them.
Turn That Package into a Gift
- Packaging! Make sure that package is wrapped up properly. You want that item to arrive un-jostled!
- Make it fun to open. A simple ribbon can turn that purchase into a personal gift for the buyer.
- Include a handwritten note. Be sincere and as personal as possible. What do you know about the buyer? At least comment on their location if you have nothing else to go on.
- Make sure they know how special they are to you (and they are!)
Stay Connected with your Fans
Think of your core group of customers as your fan base. Here are some things you can do to make sure you stay connected:
- Feedback! (Personal feedback, look for clues in your buyers profile, note to seller, or other communications.)
- Ask your buyers to sign up for your mailing list and send out questionnaires.
- Follow up convo.
- A “shout out" on your blog or twitter for special sales or return customers.
- Customer appreciation specials (buy 6 soaps this year and your 7th soap is free!).
- Chances are, those who have signed up for your mailing lists are past customers. Send out specials that only those who have signed up will know about.
- Ask your customers for their help getting the word out! And reward those who do.
- Going on vacation? Let them know with a mailing list blast, blog post, shop announcement and Etsy’s vacation mode.
- Unveiling a new line? Let your past buyers in on the secret first!
- Keep a file with those customers who are on your mailing list along with city. That way if you are doing a show near them you can send out an email!
There you have it: my tips to keeping buyers 'tuned in' to your Etsy channel. So, sellers, how do you keep your buyers coming back and choosing handmade? I'd love to hear it in the comments below!
Don't forget to check out the Seller Handbook - all our how-tos about running your Etsy business!
| Tags | business, customer loyalty, fostering repeat business, How-To, HOW-TO, policies, returning customers, Seller Handbook, seller how-to, sellers, selling, Your Shop 101 |
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188 comments Login to add your own!
OverTheTop
Great advice, Danielle. I'd be lost without my repeat buyers. Adding new designs weekly does keep the shop fresh!
Sinta
That's great tips! ^_^ Thanks for sharing. I try to stay connected with all my customers and build up relationships with my new ones! They are all invaluable and make me realise what I'm doing is really appreciated!
RedBridge
ArtMind
WhispersOfAStar
christinececelia
Nyblaque
fiveforty
fabricfarrago
This has some great ideas -- I do wish that we could sort our sold items by the buyer name, that way I could see who my repeat buyers are. Sometimes I am pretty certain that someone has bought from me before, but I have to search through pages of sales to find out if they have.
artisticcreations
What a great article with some fabulous tips! Thank you!
ZoomBerry
MelissasMelange
Thanks for the great article. It is certainly loaded with lots of great tips.
Fabric farrago, one idea is to export your sold items to a program like Excel, which has functions to sort a list by a particular column (if you do the export as a CSV - this can be opened in Excel and has one column which is buyers, you could sort according to that column and easily see whether you have repeat buyers). Feel free to convo me if you need more help figuring it out.
SquaresOfFlair
This is a great article! I love my repeat customers and give them extra goodies.
waxandwool
Great tips here! There are definitely things I am going to use here. You just can't dispute science!
theheydayshop
Thank you so much! I'm glad I've done everything within my abilities that can match your list. I just served my first customer! Definitely going to keep up and try to be even better for new ones.
isewcute
I just bought Elloh's print! Had to have some Golden goodness!
;^)
Fine article...great selection of items!
jadewicks
This was such a great article. Mixed things I knew with others that I didn't and are sooo soooo smart. Thanks for this!
JeweledAmbrosia
idyllhands
Great tips! I have quite a long list of activities and goals for the new year that are Etsy and crafting related - this helps me fine tune those. Thanks!
SewnNatural
These are wonderful idea, and particularly helpful for people brand new to Etsy - like me! Thanks
juliaa
MetalheartDesign
EJPcreations
auryndesign
alwaysadorable
These are fabulous! Some of the things I hadn't even thought of yet. Thanks so much!!!
artbysusmitha
Fantastic advice Danielle!! Thanks so much for putting this together for us!! :)
I also like to include a little something extra with my package as an incentive to keep coming back.
mamafamilias
TheBrassHussy
repeat buyers are awesome. This is so true, it is much easier and cost effective to retain a customer than to find new ones.
grocgroc
great ideas!
I think the tracking number and asking if they need anything at all is always good, people appreciate it when you're willing to help out.
keep it up people! happy holidays :)
CeramicsbyMarcelle
kmwatkins
annamatrona
CutieDynamite
southpawstudios
wonderful tips, i like the idea of keeping them posted like an episode. I just started my blog last night and hope to create buzz by it.
palomasnest
I love my loyal customers! I hope each and every buyer knows they are special to me, and I try to show that in my packaging and customer service.
Thanks for including my Promise bag in this piece!
xoxo
dbabcock
FluteTeacher
shopgoodgrace
jNicDesigns
Great tips! I always make a note to refer to my customers by their name (because I like to get to know folks) and when they return I acknowledge the fact by saying something along the lines "Great to see you again Sue!" Sometimes it takes a little effort to determine if they've visited before but I always take those few minutes to find out before I reply to their convo or send off that sale acknowledgement email. Everyone likes to be remembered =).
dragonhouseofyuen
thank you Danielle for the great advice, especially about the shop announcement! I like it!
I always gift wrap with a hand written a note and put in an extra surpirse!
I also try to mail in brown wrapping paper with colourful stamps as I just love stuff like that myself.
and being my first etsy year ... I have just sent out my Christmas cards with a thank you incentive :)
I am very grateful to all my wonderful customers.
scarfmonsters
voleurdebijoux
Excellent tips! I include special coupons and free gifts for return customers to put a smile on their face. It shows how much I appreciate their continued support. :)
PussDaddy
mypumpkin
sillylittlelady
Wonderful tips, I am a repeat buyer to a few different shops, and some shops I've only bought from once I will definitely return to because of the quality of their items and the wonderful service, I hope my service is just as good!
HazelHoney
Great article and related theme in the virtual labs.
A good chunck of advice to follow for the new year!
urbanheirlooms
Great tips! A gentle reminder to make better use of my mailing list. Past buyers should get first dibs. Thanks!
cuddlebuddies4kids
Rachelaakmama
capitolagirl
happywhosits
Good article and great tips! I was glad to be able to check off a few and say "We do that", as wellas to note some things I want to start doing!
Eileen...
yosemitevintage
Good article, well written. I enjoy providing top notch customer service. You dont get a second chance to make a first impression!
funktionslust
I just had my first repeat customer yesterday! Thanks for your tips ~ I'm going to include an extra bonus gift in her package as a thank you for coming back!
BlackStar
Great tips. I think when a repeat buyer comes back to our shops and we remember them, it forms a connection between the buyer and seller that you don't find on very many online sites.
I have a great repeat buyer story, but since it's the Holiday season, I won't write it here. The gift recipient may be reading this.
SCJJewelryDesign
Wonderful tips! As a newcomer to etsy, I'll put some of your suggestions into place right away.
SillyGoat
inthebeginning
I've had 12 orders in the 3 weeks that have ensuded since sending out my mailing list and several have re-ordered several times. I didn't realize I could re convo people who have bought-do they have to log back into the site or does it go to their home email? I am having some trouble getting people to leave feedbadk, is this a common problem? Thanks! Annie
sunbasilgarden
Danielle- As always I enjoyed your virtual lab today...really great stuff! Thanks so much.-
analoukopoulos
BeadsInTheBelfry
daniellexo
Annie - When you send a convo it is up to the Etsy member to choose whether they get a copy of their convo's sent to their email address. (You can change your own personal settings, but going to "Convo" and clicking "Set Email Preferences".)
Some buyers just don't know about the feedback system, so don't fret too much about it!
mompotter
silverblayze
OrdinaryMommy
Thanks for all of the great advice! I will definitely be using it!
TicobyCreations
rifferaff
KalliopeJewelry
Ctbydonna
sarahrhacker
timesandchimes
Fantastic advise! I LOVE LOVE LOVE my repeat customers and I hope they know that!
TwilightKnits
plumeriakidz
ArtUnderGlass
I am so lucky to have such wonderful LOYAL buyers!! I love my buyers & it is so rewarding to beable to create things that people really appreciate & love!! I love what I do & am fortunate to beable to sell here on Etsy. Thank you so much Danielle for adding my Soldered pendant to your article.
artsyfingers
LacySorbet
Thanks for the great tips daniellexo. I especially enjoyed the tip 'Create new “episodes”'. and thank you MelissasMelange for the tip on sorting the sold items list.
OnTheRound
baconsquarefarm
Thank you once again for a great virtual lab~ took notes which helps keep me on track, appreciate all your imput and advice. Happy Holiday's.
Asianexpressions
oldworldprimitives
jodieflowers
bugbitesplayfood
Thanks Danielle, excellent info! I love my return customers!
ArleenDesign
inkadinkadoodle
artbymsr
aliherrmann
great article...glad to see that my intuitiveness is already doing most of these things...thanks for the reminders and new insight.
Hatdiva
I am so using some of these ideas. Are there any good sources to go to for creating a newsletter? I wonder if I should use Google, or Topica to generate one?
fisheye
CityChicCountryMouse
Kniftyhooksneedles
Wonderful advise, hope to put some of it to use in the new year.
Laura4ca
Thank you for sharing.............I'm am learning and every little bit of advice helps........I plan on doing a lot of things different in 2009. Because 2008 wasn't very good, with an average of 1 sale a month. Not very good. I think the problem is me and not the buying public.......Thanks........Laura
craftedbyteri
Very good article. I learned alot of new techniques for encouraging repeat business. Thanks so much... Teri
kaoruwerk
BeastlyBeasties
I am new to Etsy and found your article very useful. Thanks! Ann
AmandaYuDesign
lemondropstudio
Thanks for the great info - some great ideas for me to put to use!! Thanks!
herbanlifestyle
Some wonderful suggestions. My question is, where can I buy the stapler-in-the-jello-Office-homage print?
bijougirldesigns
These are great tips...and some that I hadn't thought of! Thanks!
WabiBrookStudio
Just made my first sale, and managed to incorporate most of these ideas...had to ship it out in a hurry, though, so missed one or two things I would have liked to have done. The personal touch is so important and one which we, as hand-made artists, should excel at! Thanks for a great article.
idreamicanfly
I provide incredible customer service, and I'm always happy to answer as many questions as people might have. You can see from my Feedback that my customers love my service!
idreamicanfly
Oh, and I get a *lot* of repeat customers. And you're right, they buy more the second (and third, and fourth) time around.
LoopyDolls
Craftabulous
i send a special gift from my native country "Egypt" and they love it, also with the note which i'm happy u mentioned.. but i think we need a way in our etsy shops to organize such stuff as return buyers, mailing lists, stuff like that more features!
Vorbi1
I think your tips are great, but being new to this, where does one find new customers?
mskwear
thevanitytable
Thanks so much for taking the time to write this! It's also nice to see that others really care how other shops do in their business. I'm new on ETSY and have had the very best experiences. People are so helpful and kind. Reading your article and the comments makes me want to improve my shop and myself.
Thanks again and happy holidays!
julieantinucci
idea2lifestyle
Ralissa
Thanks...I'm just starting out and this information is so useful.
3GIRLSandagoat
pamelatang
Squier
cicadavalley
As a new seller, these tips are so helpful for getting started on the right foot! I'm realizing I need to improve my organizational skills.
ersimarina
I'm new here and was looking for clues, your advice is really helpful. I'll keep it in mind -and among my Bookmarks! Thank you.
BeverlyAnn
Great article - thanks for writing it! I am new to selling on Etsy and have spread the word
both verbally and in emails to those who have never heard of us. Imagine that! I want to start a blog and marketing in so many other ways, this gives me a great way to start. Always open to new ideas, so keep them coming.
Thank you, Beverly Ann
wildcatdesigns
Great article. It's given me some ideas! :) I like to encourage my repeat customers with a voucher for free shipping on their next order, and in the past I've also included a free gift as a way of thanks.
waisze
smalltownartist
Thank you, Danielle, for these inspirational yet practical insights on customer loyalty! As a small town artist, my repeat buyers/collectors are the solid foundation for the success I've enjoyed on Etsy and other e-commerce venues.
One dear collector told me that she anticipates opening the packaging (of my Art Card Originals ~ ACEOs) as much as the artwork itself...like "unwrapping a box of chocolates", she said.
It has been my practice to always included a surprise bonus print with all orders plus a short (handwritten) note of thanks. It's that "human connection" that makes shopping on Etsy a fun experience. Really, doesn't it all boil down to treating others the same way we want to be treated?
Keep these helpful articles coming in 2009 ~ I'm looking forward to learning more!
EvesOriginals
I love this article!
Although I always include a thank you card & small gift, I have yet to get working on a newsletter. What a great idea!
Thank you for putting this together!
CharlotteLdesign
Thank you for your tips, especially I am new to Etsy.
Merry Christmas & Happy New Year
surfnturfkids
nekoshka
alfakosdesigns
great tips and thank you very much for sharing it with others.
BGSStudio13
Tips are very helpful.
I occassionally check back with my customers via convo to make sure they are still pleased with their purchase & to thank them again for shopping & purchasing handmade.
magadesigns
Klewism
TheeGreenPea
I am new to etsy and just opened my own shop. What I have done to get my name out there is this: I told all of my contact thru email and myspace about my shop. I also told them that if any of their frriends they passed the word along to bought from my store I would reward them with a free item of their choice...all they needed to do was 1. spread the word and 2. tell their freinds to put how they found out about my store in their order info. I know this is not something everyone can afford to do...my store is more about up-cycling and going green...so, my material cost is not as much.
I really liked the suggestions and can't wait to put them into effect in my own shop!
Thanks!
CreatedbyLee
VisualConcepts
bearpawrustics
yourcreativeoutlet
EcoFriendlySoaps
Found this article and feedback from other to be very helpful. I've taken notes and plan to implement some of the ideas for 2009!
Rinnovata
Great article! Thank you. :)
The one thing that I've learned is that I always appreciate my repeat customers by including something "extra" in the package...something that is not listed on my site (or more of what they purchased). I have so much stock that a few extra here and there doesn't even make a dent. Those customers always convo back saying "OOOOO's" and 'AAHHH's" and "Thank you so much! I'll definitely be back!"... so a few little extra beads or findings always find a new home and hopefully, a new word-of-mouth customer to follow. ;)
PDXfabricdeli
Super advise, I'm usually a bit pc challenged ....but besides excellent customer service I can do some of the stuff. Thanks
PicturesByLeigh
Thanks for the advice! It's always great to have a reminder of how to do things the right way. :)
GNOGALS
New at this so I am reading all I can and anytime I can I look to all kinds of sites and learn from the veterans as it were. Thank you very much.
daniellexo
Hey all - Some great feedback here! Great ideas TheeGreenPea, Rinnovata, SmallTownArtist, and jNicDesigns!
Working on a newsletter/mailing list How-To so stay tuned!
LuxurySpa
I'm such a newbie. I haven't even listed my first item yet, but the tips and tricks are much appreciated. I have done a few things right so far, so maybe there's hope. Thanks!
marileejanedesigns
I have so much to learn. I'm thrilled that there is help out there. Thanks to much.
simplylovlee
Great Artilce! I am so happy that people are willing to share success tips! Have a great New Year All!!!!!
www.simplylovlee.blogspot.com
www.wifeworkingmommyartist.blogspot.com
kimonocards
great advice to keep our shops looking the best, and performing well! Thank you!
ArdentDesigns
Yes thank you. I am new to Etsy and loving it, but so much to learn!
claycass
shelterme
KaleighWiese
What great tips! I wrap my products with a nice ribbon before I sent them. It is a great "giftly touch"
pammazochia
etincelledesign
CampanaCeramics
Great tips! I have another. I ordered personalized thank you cards with a color photo that double as business cards. I send three with each order, so they can spread them around a little if they want, and always know where to find more. This has worked numerous times!
PolarBearJournals
I love the part about making the package look like a gift for the person who bought it. Fantastic idea. Thanks!
monogrammadness
I love my customers and especially my repeat buyers! I truely try to give great customer service so my customers will want to tell their friends and shop at my store again and again. :-)
OhByJingo
Thanks for the tips. Especially for a newcommer like me it's very helpfull! And it's making me very enthousiastic about this whole thing.
IngridsCreations
Wow, that is some great information! Thank you for the tips!
robinsart
Thanks for the helpful tips. Some I use already, but I will add some more of your tips that apply to my particular shop. I like the packaging idea with ribbon.
Buttonsandsuch
This is great!! I'd love to increase my repeat customers. Thanks so much for all tips!
Does anyone know how to create newsletter and a mailing list?
pippibean
LVKPaperDolls
allurejewelry
Thanks, being new to etsy, I appreciate all the tips I can get.
bonecalinda
fiddlekate
I just made my first sale yesterday!
Thanks so much for the tips!
catsongstitchery
patriciasaabdesigns
All great tips! Thanks sooooo much! Especially like the idea of a mailing list--always room for improvement!
AWEshop
I love all these tips, imagining all the things I could do in my head. Now I wish I'd get some sales so I could get repeat customers! lol.
SDEMKE
boci
Thank you! Being new to Etsy, this is very helpful. This information will help me get started on the right foot!
SunnyFace
blendastudio
zimka
Thank you! Great info!
In being creative and working from home so easy to forget that this IS your business (even if only part time). But on the other hand being business don't forget that you are a sweet warm human and that's why people come back to get a lil bit of that warmth for themselves :)
Good luck everyone and happy creations!
imajenn
alberomagico
MBraze
I really enjoyed this post! It focused on things that I had been thinking alot about this week in regards to customers, presentation, loyalty, and connection. Thank you so much! =)
ilovehearts
MyWisteriaCottage
This article is helpful and I plan to use some ideas I had not thaught of. Thanx,Sue
OneVintageLady
Excellent article. Enjoyed the tips very much and [plan to use some. Thanks, Cheryl
bigdeal168
MessyJesse
Great little gems of information - I'm a new seller to Etsy so this is amazing!!
Thanks :)
CorralCDesigns
Thanks for the tips! As a new seller, I can use all I can get!
wynnemrabbits
629apparel
Tina669
GraceGoods
I've only had my shop open for 1 week and have had 4 sales! I want to do everything possible to keep these wonderful people coming back, so I will put into practice all the above wonderful ideas! Thanks so much!
MaryLittfin
I've only been "open" a month and I am very pleased with the amount of information and knowledge Etsy has available for our use. Thank you!
nuevodesigns
designsbyv
super tips, i have already applied some to my site and business is picking up! Thanks v
lamaisondefloria
carolineskanji
Thanks for the Great tips! This really helps me as a new seller to put my items out in the spotlight more and promote in ways I had not thought about before...Thanks!!
TheDovesNest
I appreciate the tips, all are wonderful ideas that I can use right away. I'm starting by making little handmade Halloween cards for my buyers to send with a fall greeting, thank you, and a little card for free shipping on their next purchase.
lotuspictures
HillCountrySilver
Excellent advice and comments. What would we do without those wonderful repeat customers? I am blessed with a few, but sure wish I had read this 6 months ago!
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