These Four Things Can Help Create Repeat Customers

Leading up to the 2021 holiday season we ran a survey to gain insight into the habits of Etsy shoppers. Several questions were about what would compel a shopper to become a repeat buyer. We took this data and expanded on it. Plus, we have more insights to come based on our findings.

As an Etsy seller, you know the competition is fierce. It can be hard to decipher what kind of shopping experience customers are looking for. However, there are many unique ways to engage your customer before, during, and after the sale. Based on our research, here’s what Etsy buyers said would bring them back to a shop for another purchase.

1. Nice Packaging (41.9% of Surveyed Etsy Buyers)

It is time to flatten down that mountain of Amazon boxes and take them to the recycling center! We found out that more than 41% of Etsy shoppers said that nice packaging would influence their decision to purchase from a seller again.

So, what does nice packaging mean? The surveyed buyers shared that things like branded postcards with a “thank you” message and something as simple as wrapping your product in brown craft paper can elevate how the product is perceived when opened. You can also purchase branded packaging materials like tape and boxes from various places on the internet to bring your presentation to another level.

2. Personal Note (39.5% of Surveyed Etsy Buyers)

One thing that sets Etsy apart from many of the other e-commerce experiences is the ability for buyers to interact directly with the shop owners and creators. One way to let them know that you are a genuine and passionate seller is to include a personal note with their order. You could write a “thank you” note on their packing slip or something more complex like providing a Polaroid photo of their item being made. Those are just a few ways to add a little personal touch to their packaging.

3. Freebies (48.3% of Surveyed Etsy Buyers)

Have you ever ordered a product online and received a little something extra in the box? Even if it’s not much, it feels like you got a bonus. As it turns out, many Etsy buyers enjoy that little something extra too!

Almost 50% of the buyers we surveyed said they enjoyed getting a freebie in their order and said it would influence their decision to purchase from a seller again. Simple can go a long way here. Branded keychains, stickers, or something relevant to the purchased item. Did they buy a unique art piece you made? Perhaps you can recreate that in sticker form and include it. Your imagination is the only limit here. Just be sure it is something that would make sense to the buyer.

4. Coupon Code (61.6% of Surveyed Etsy Buyers)

As you may have guessed, coupon codes were the highest on the list of things that would influence a buyer’s decision to shop with the same seller more than once. Of the surveyed buyers, more than 60% agreed. If you decide to offer coupon codes with your orders to entice buyers to return, one option is to pair this with a personalized note. If you include marketing materials like business cards or postcards, you could add them in there as well.

Other Considerations

In addition to the items mentioned above, we gave survey participants the chance to write in their own responses. Two things that became a recurring theme amongst responses was that stores offer free shipping, and quality products.

While quality products should be a no-brainer, it may be a good time to think on ways to ensure your products are the best they can be.

Let’s Recap

Now that we’ve gone through all of our findings, it’s time to take action. Here are few ways to take advantage of each thing we’ve talked about:

  1. Spruce up your packaging with branded pack-ins or even simply wrapping your products in Kraft paper to elevate presentation.
  2. Write your buyer a personalized note to make them feel appreciated.
  3. Add a freebie like a sticker, keychain, or item related to their order.
  4. Give them a coupon code to entice them to shop again.
  5. Consider offering free shipping.

Now that you have a few secrets, get out there and start building long-lasting customer relationships. However, keep in mind that these things alone will not create repeat customers. It’s also critical to practice excellent customer service, offer quality products, and have patience. Building lasting relationships take time, but it will be worth it in the long run.