It won’t exactly be news to any members of your ecommerce brand’s team – or any of its customers – that 2020 has been a year like no other, although sadly largely in the negative sense. But of course, that simply makes a bit of well-judged Christmas cheer more crucial than ever, which is something your online store can play a part in delivering.
Below are some of our favourite tips for how e-tailers can capitalise on the strange times of the 2020 festive season with their online marketing and sales strategies.
Have a dedicated Christmas section
Of course, we were always going to start with the “obvious” advice, which is as relevant as it is in part because so many merchants actually overlook it.
It’s not necessarily an arduous task to re-jig an existing special section of your online store – the Halloween page, for example – to house and promote Christmas-related items such as festive decorations and chocolate boxes.
You might just be switching out some products and suitably renaming the page, not to mention replacing any links to this page on the homepage and navigation bar.
Be empathetic to your customers
Ask anyone, and it seems that we’re practically all stressed and fed up about at least something at the minute. We wish the pandemic was over already, and we’re fretting about our health and financial situations, and/or those of our loved ones. Other ongoing global events, such as the US election and Brexit situation, will also be causing stress – whatever your customers’ political views may be.
So, if there’s one thing your store should be, it’s supportive to its customers at an angst-ridden and uncertain time. Be the brand that represents the metaphorical shoulder to cry on, by training your staff to handle customer concerns with sensitivity and heart, even when only selling online.
Underline home comforts and conveniences
Whether or not your ecommerce brand also has a high-street presence, a significant proportion of your customers will probably resent still having to spend so much time at home, so long after the COVID-19 crisis first hit Europe in the spring.
But this does present your store with an opportunity to show that an almost exclusively home-based life can be an experience, too. Consider, then, what items your store specialises in that may be particularly relevant for domestic use – think everything from books, blankets and loungewear to home smart speakers, gift hampers and bathroom products.
Tap into the trends of the COVID-19 era
We all know that the pandemic has upended our world and lives, so why wouldn’t it have a similarly dramatic impact on what kind of items people wish to buy during the Christmas season?
Given the economic chaos the coronavirus has visited upon us, it shouldn’t surprise you that high-end luxury goods have already been de-emphasised in many stores’ marketing campaigns this year. In their place, we’ve seen much attention drawn to gifts that are unique, but also immediate sources of joy and comfort in the home at this trying time.
Encourage customers to connect virtually
We aren’t just talking here about how those shopping with you may reach out to your team via email, ‘live chat’ or Facebook Messenger – although this aspect of your service is certainly crucial at a time when your customers won’t want to be left waiting for a response.
That’s because we’re also referring to the myriad ways in which families, friends and colleagues may keep communication lines open with each other as the winter wears on.
Perhaps you could highlight the fashion and makeup products of your brand that could help your shoppers to look and feel good on camera, or the food and wine items that might represent excellent choices for a ‘virtual’ family tea or snack?
Are there ambitions and possibilities for the design or redesign of your e-tail store’s website, or its SEO or PPC marketing, that you would like to discuss in greater detail with the Piranha Designs team? If so, you’re welcome to reach out to us in Gibraltar, London or Edinburgh now.