Holidays Customer Experience: Best Practices for Walmart Sellers
Feeling the holiday rush? We get it—it’s a whirlwind season, especially for retail and eCommerce businesses. But what if you could stand out, creating memorable customer experiences that keep shoppers coming back long after the holidays?
On Walmart Marketplace, the opportunity is yours. With smart strategies, you can turn the seasonal chaos into lasting success. We outline best practices to help you maximize customer satisfaction, here’s how to thrive this holiday season!
1. Elevate Your Post-Purchase Experience
The customer journey doesn't end with the purchase of a product. The experience that follows plays an important role in shaping customer satisfaction with the brand and determining whether they will make repeat purchases. It's well-known that retaining existing customers is more cost-effective than acquiring new ones, making it essential to deliver a superior post-purchase experience. Let’s focus on an important aspect of the post-purchase experience: returns.
Ensuring Smooth Returns
- Packing Slips: Ensure that packing slips are included with every order. This helps prevent misunderstandings and ensures customer satisfaction by providing a clear record of what was shipped.
- Keep It Rules: Define your "Keep It Rules" to allow customers to receive refunds without having to return their items. If you haven't already, head to Return Rules and Keep It Rules in the Seller Center to set this up.
Important Reminder
From October 1 to December 31, 2024, all items purchased in-store or online can be returned until January 31, 2025. No action is needed; return windows are automatically updated.
Pro Tip
Regularly review Post-Purchase Quality Insights on the Listing Quality Dashboard to address customer feedback and enhance satisfaction.
2. Elevate Your Shipping Strategy
Delivery times play a critical role in shaping customer loyalty, especially during the holiday season when expectations are at their peak. Walmart customers, in particular, demand fast and reliable delivery as part of their shopping experience. Falling short on delivery speed or reliability can result in lost trust and a competitive disadvantage. Here are some important aspects to focus on:
- Offer Expedited Shipping: Provide fast delivery options like OneDay or TwoDay shipping. This can be achieved through Walmart Fulfillment Services (WFS) or self-fulfillment options. Offering these choices can prevent customers from overlooking your products due to slower shipping times.
- Maintain Delivery Excellence: Keep an On Time Delivery rate of over 95% to enhance satisfaction and foster repeat purchases. Monitor your Performance Dashboard for metrics and tips.
Pro Tip: Partner with Walmart Fulfillment Services (WFS) to manage storage, packing, and shipping. Sellers using WFS see an average of 50% GMV growth for items with ‘Fulfilled by Walmart’ tags.
3. Leverage Reviews and Competitive Pricing
Shoppers rely on reviews and pricing to make decisions during the holidays. Maximize your product’s potential by:
- Highlighting Positive Reviews: Showcase customer feedback on product pages to build trust.
- Responding to Reviews: Demonstrating that you actively engage with feedback shows professionalism and care for your customers.
- Running Effective Promotions: Offer compelling deals with clear strikethrough pricing.
- Check the Flash Deals Section of Walmart: Be sure to check the Flash Deals section during the holidays, where many sellers are offering discounts of up to 50–60%. Reviewing this section can help you implement competitive rates and ensure your products stand out to eager shoppers.
We’ve covered How to Boost Conversions with Online Reviews. Click here to read more.
4. Maintain Momentum After the Holidays
The holiday rush doesn’t end in December. Customers often shop for post-holiday deals, returns, and exchanges. Here are some ways to engage with them:
- Advertising New Year Categories: Highlight fitness equipment, wellness products, and winter essentials (items for cold, cough, and flu season).
- Showcasing “Second-Chance” Purchases: Encourage customers to buy items they may have missed.
- Optimizing Returns: A seamless return process builds trust and loyalty. Use Walmart’s extended holiday return windows and provide easy in-store and online return options. Including packing slips with every order simplifies the process for customers.
5. Your Holiday Checklist for Success
- Offer expedited shipping options.
- Highlight positive reviews and run compelling promotions.
- Respond to customer reviews for brand trust and demonstrating active participation.
- Simplify returns with Walmart’s extended holiday policies.
- Leverage Walmart Fulfillment Services for reliable delivery.
- Continue advertising post-holiday to maintain customer engagement.
By following these Walmart best practices, you can create a seamless and enjoyable shopping experience for your customers, ensuring their loyalty well beyond the holiday season.
Happy holidays and successful selling!
