I have some fun news for all of you product-based businesses out there:

You have a seriously cool and unique opportunity to curate an AMAZING experience for your customers.

And it’s probably a lot simpler than you think.

Maybe you already know (or maybe this is news to you): before starting this online space, I ran a successful online product shop out of our home for about five years.

Delighting customers through the art of tangibility, packaging experiences, and other physical product features was hands down, one of my favorite parts of that business.

Alongside that, I also find so much joy in receiving and participating in that tactile experience on the flip side, as well — both through online orders and in-store shopping.

And I know I’m not the only one.

Customers pay attention to the experience they have with your company from start to finish.

Every interaction makes them feel a certain way, either more in love with your company — resulting in a greater chance for positive word of mouth, testimonials, and repeat purchases — or more likely to make this their final interaction with you.

And the fact that you have a unique opportunity to give them a *tangible* experience that quite literally brings your company into their home is not something to be taken lightly.

Here are five ways (plus a bonus idea!) to bring that interaction to the next level and keep your customers feeling inspired, delighted, and coming back.

01. Upgrade your shipping materials

Amazon may get away with just throwing an item in a brown box, but there are so many affordable, beautiful, on-brand ways you can upgrade your packaging for a more custom shipping experience. Consider using custom boxes or mailers for your product to give customers a unique experience starting right from the moment they open their mailbox!

Budget Tip:
Fully custom boxes or mailers stretch the budget? Instead, try this: choose an on-brand color of box or mailer that’s available in bulk, then have custom stickers or packaging tape created to add a little branded material to the exterior of your package.

02. Give them a “surprise gift”

This one doesn’t have to be complicated or expensive — a surprise gift can be quite literally anything extra they weren’t expecting to receive in their order that adds a little value to the experience! Think of things like an affirmation card for their desk, a custom sticker they’ll love, or instructions to access a secret digital download or playlist created to complement the product.

Selling in store? This is an easy idea you can implement there, too! Simply include a little surprise gift inside the box or packaging, or a link to a free online gift right on the product tag.

03. Make it personal with a signature

This idea is SO simple and will take you an extra five seconds on each order: sign the insert / welcome / thank you card with your own personal signature! This simple step immediately creates a more personal experience for your customers and goes a long way in helping them feeling connected to both you and your company.

Want to really up that connection? Include their first name, as well! “Thanks so much, Anna!” doesn’t go unnoticed.

04. Include further information

Even if your product seems obvious to you, including a blurb about product instructions, care recommendations, etc. is a great way to build the understanding around the specific product your customer ordered, helping them feel more supported in their experience with you.

Budget Tip:
This doesn’t have to be yet another insert! Be smart about how you design your additional materials and inserts, and think about what you can create double-sided, etc. for a smarter use of packaging cost and materials. You could even include a link or QR code that directs them to more information online.

05. Follow up post purchase

The interaction with your company certainly doesn’t end once the customer receives your product! Make it a point to follow up via email 2-5 days after delivery. This follow-up email should be a valuable interaction for them, maybe including additional tips about their product, information about a referral program, etc. Include a short blurb about you, and give them an opportunity to opt into your mailing list for further interactions.

Once a short period of time has passed (this depends on the specific product, but think 7-10 days), I also recommend following up one last time to ask for a review or testimonial, if they so choose! You can have something in it for them, but you don’t have to. And if they haven’t already, give them one last chance to opt in to your mailing list.

Note: Just because a customer has purchased from you doesn’t mean they’re automatically opting into your mailing list — hence, the opportunity for them to do so post-purchase. This is generally featured as a checkbox at checkout they can choose to opt in or out of.

Bonus Idea: Celebrate their birthday!

I don’t know anyone who doesn’t love a little birthday surprise! If you collected their birthday information anywhere prior in the process, make a point of sending them a special gift when that time rolls around — such as a birthday coupon code or a “gift with purchase,” etc. This is a surprisingly simple, yet impactful way to delight your customers unexpectedly while bringing your company to the forefront of their mind again.

A unique and personal customer experience can become one of your best marketing and sales strategies in your business. By investing a little energy and thoughtfulness up front, you can create a solid plan for great word of mouth, social shares, and repeat purchases for years to come.