Today I received my umpteenth parcel from LoveKnitting.com, my favourite online knitting yarn store. (I am a serial knitter.) Despite the fact that regular customers tend to get 10% off their next order (by a certain date), free delivery over £25, fast next-day delivery by a very friendly delivery driver from Hermes, regular special offers, a great range of yarns and no-quibble free returns, I was somewhat put out. Why? Because, for the second order running, they’d omitted to include a boiled sweet in the parcel!
Devices like this are so simple and cost next to nothing. Yet they get remembered and make customers feel all warm and friendly about the brand.
I have a client who sells magic tricks online (really!). He also pops a sweetie into each parcel along with a couple of other next-to-no-cost items which are appreciated by his client base.
Cycling stuff I order from Wiggle.co.uk always comes with a small packet of Haribo – much appreciated by me.
Things like this have to be the cheapest, easiest loyalty-building techniques in the universe!