A few months ago, my better half ordered a handcrafted leather wallet from a D2C brand she had recently discovered. She was so excited to receive it, and when the package finally arrived, she was delighted to find a small, handwritten note tucked inside.
The note was a simple gesture, but it made a big difference. It showed that the brand cared about her as a customer, and it made her feel special.
This personalised touch is what sets D2C brands apart from the competition. When customers feel valued and seen, they’re more likely to become loyal advocates for your brand.
You’re on the verge of greatness. You’ve found product-market fit, established ad channels, and generated revenue. But there’s still one challenge left to overcome.
We can help. We’ve compiled a set of personalised strategies to get you there.
Surveys
Dive deep into customer insights with post-purchase surveys. Discover their origins, motivations, and aspirations, all while enhancing your brand experience. Tools like Fairing’s post-purchase surveys can be invaluable.
Email & SMS
Craft engaging, personalised content for email and SMS communications. Beyond order confirmations, unveil your brand’s backstory, mission, and values. Create a sense of community where consumers feel they’ve joined an exclusive club.
Customer Service
Lightning-fast customer service is the cornerstone of retention. Tools like Gorgias can streamline your support, ensuring timely responses that resonate with your patrons.
Returns & Exchanges
Loop Returns is your solution to seamless returns. Keep your customers content while preserving revenue through gift cards and exchanges.
Discounts
Engage with personalised discounts tailored to individual purchase behaviour. Craft messages that connect and offer a sense of exclusivity.
Surprise And Delight
Elevate your brand through surprise elements – hidden gifts or handwritten notes. Create moments that become cherished memories, fostering a community of lifelong enthusiasts.
These strategies are more than just guidelines. They are the path to brand evolution. When you personalise the customer journey, you build lasting relationships.
Remember, success lies in optimising the post-purchase funnel and creating a world where customers feel like they are part of a story.
As you implement these strategies, be objective and let personalisation drive your brand’s success.
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