Question

Topic: Customer Behavior

Customer Retention

Posted by Anonymous on 8/13/2008 at 7:06 AM ET 125 Points
I am sending out a customer offer for £xx off your next order if you spend £xx today, the vouchers will be sent out with the order to encourage customers to return. The problem i have is how to i reduce the changes of customers taking advantage -
If you spend £xx today, recieve my garments and £xx off voucher then return two garments that didnt quite fit or look right, then the order is below the £xx threshold for the voucher but it has already been sent with the order so now you have £xx off your next order.
(hope that explains my problem right)

Even if i include in some kind of small print the agreement off the voucher how many people actually read all the small print and if they no longer fir the criteria for the voucher who is going to make extra payments to us?

any ideas will be appreciated.
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RESPONSES

  • Posted by Levon on 8/13/2008 at 7:57 AM Accepted
    You need to smplify your offer so that even you can understand it. I wouldn't even consider launching something this complicated.
  • Posted on 8/13/2008 at 8:31 AM Author
    Any ideas of effective customer retention techniques?

    any advice is welcome
  • Posted by Jay Hamilton-Roth on 8/13/2008 at 8:37 AM Member
    Let me try to rephrase. If someone places an order over a specific amount they get a discount coupon. If they then return (a portion) of the order, they still have a coupon to use.

    Unless your coupon is for thousands of £, most people won't bother to try this. By having a shipping/handling fee for orders and restocking fees you can further minimize your risk (but at the same time, might lose customers from the extra changes).
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