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Five ways to thank your customers this festive season – and why it matters

12 December 2022

Taking time out of your hectic schedule to thank your customers for their loyalty might seem a luxury. After all, it’s the busiest time of year for independent retailers. Who’s got an extra minute in the day, never mind an hour or two?

But showing appreciation to your customers doesn’t necessarily need to be costly or time-consuming. Not to mention, it’s one of the most important things you can do – and the festive season is the perfect time of year for it.

Lea Pillot

Why is thanking my loyal customers so important?

When you thank your customers for their loyalty, you make them feel seen and valued, which:

  • Strengthens your relationship in the long term
  • Reinforces their commitment to you 
  • Brings them back during the quieter times of the year
  • Encourages their loyalty year-round
  • Creates an emotionally driven shopping experience

1. Give them a gift

A gift with purchase doesn’t need to be extravagant, just enough to make your customers feel valued. After all, it’s the thought that counts. A festive thank you gift can be as simple as a candy cane, sticker or small add-on product.

If you’d rather avoid the time and money giving physical presents entails, remember that gifts can also come in the form of an exclusive offer, like a post-purchase coupon, gift voucher or January promo code.

2. Send a thank you card

Never underestimate the power of a personal ‘thank you’. Handwritten notes especially go a long way because they remind shoppers that they’re supporting an entrepreneur’s dream and not just a faceless business.  

If you don’t have time to send individual Christmas cards, then why not slip a small note into each shopping bag or order you ship out? Keep in mind that you don’t need to write the entire message by hand, but signing your name in pen won’t go unnoticed.

3. Reward them for their loyalty

Reward the customers on your ‘nice’ list by making them feel extra special. Give them early access to January sale discounts or first dibs on new products. You can send these via an email campaign that only targets these customers or a campaign that targets everyone but uses time-sensitive language so that only your most responsive customers enjoy the benefits.

Your most faithful customers deserve to be recognised all year long, so in addition to your usual seasonal discounts, think about how you can put them in a privileged position once the holidays have passed. If you haven’t already, why not implement a loyalty programme that rewards them the more they shop?

4. Upgrade your delivery service

Nothing makes a person feel valued more than being prioritised. Why not prioritise your loyal customers by altering your shipping service over the holidays? Some retailers adjust their shipping promise over the busy period to account for potential delays and manage expectations. Still, there’s no reason your shipping promise can’t work on a sliding scale. 

While new customers may need to wait a little longer for their deliveries, ensuring your favourite customers receive theirs promptly will relieve them of any added stress and remind them of why they’re loyal to your business in the first place.

5. Throw a party

Who doesn’t love an excuse to party, especially over the holidays? Last but certainly not least, consider hosting a late-night shopping event for your valued customers. Turn up the Christmas tunes, lay on the hot chocolate, mulled wine, and holiday nibbles, and if you’re really feeling festive, offer guests an extra ‘one night only’ discount. The celebratory atmosphere will encourage them to make purchases. 

If you don’t have a brick-and-mortar shop and only sell through your website, don’t worry. If there’s one thing the pandemic taught us, it’s that most things that happen in person can be adapted to the online world. Give your customers a promo code that they can only use during the hours of your virtual event.

We hope these top tips will inspire you to make the time to thank your loyal customers this festive season, no matter how busy you find yourself.

If you’re feeling ambitious, you could even implement more than one – your customers will love you for it.

Increased loyalty and future sales aside, spreading cheer and showing gratitude this time of year just feels good. And isn’t that what the season is really about?

Read our blog to learn how to build long-term customer loyalty and get expert advice on maintaining high-quality retail relationships.