You’ve nailed the sale; now what?
Pouring resources into marketing campaigns, crafting a user-friendly website, and streamlining checkout – all to see a customer click “buy now.” But is that the finish line?
Not!
The customer journey doesn’t end at the click of a button. The post-purchase experience is a golden opportunity to turn one-time buyers into brand advocates. Statistics back this up; according to Salesforce, 76% of customers say they’d be willing to pay more for a great customer experience.
The simple definition of post-purchase customer experience is the activities, messages, and brand interactions that a customer experiences after purchasing a product or service from you. You need to treat customers as humans and not as data. So, how do you craft a post-purchase customer experience that goes above and beyond?
‘Thank You’ To Revenue
With the right and interesting post purchase customer experience you can turn a simple thank you to a constant revenue stream. Brands like Amazon, Myntra, Nykaa have this. They keep their customers informed, and also give them a good post purchase experience, turning them into a loyal customer base. Let’s look at how your business can do the same.
Like in any relationship, communication is key. Often, the radio silence can lead to anxiety. One can combat this by providing clear and consistent communication. Let’s break it down:
- Order Confirmation: As soon as the order is placed, send a confirmation email with all the details – order number, estimated delivery date, and a link to track the shipment.
- Proactive Updates: Don’t wait for customers to chase you down. Set up automated emails to inform them about order processing, shipment, and delivery. You can even add fun touches like an email with a quirky image.
- Live Tracking: Empower customers to track their packages in real time. Integrate a user-friendly tracking system on your website or app.
Giving customers updates about their purchases helps them build trust. This trust factor will help the business in the long run. Amazon has mastered this and has one of the best customer support systems. This helps in customer retention and consistent growth.
Unboxing: Make It A Delight Factor
First impressions matter. Extend the care you put into your product and put it into the packaging. Here’s how:
- Sustainable Packaging: Eco-conscious consumers appreciate brands that prioritize sustainability. Opt for recyclable or biodegradable materials.
- Premium Packaging: For luxury items, consider using high-quality boxes or tissue paper that elevates the unboxing experience.
- The Little Touches: Include a personal thank you note, a small sample of another product, or a discount code for their next purchase. These small gestures create a personal connection.
Opening a package is as exciting for a customer as purchasing it. Making it as special and personal can help boost the brand and increase customer loyalty. Dot and Key have mastered this right. They ensure that a special thank you note is incorporated and sustainable packaging is used. They don’t shy away from giving customers a touch of their latest product samples or freebies.
Be There When They Need You
The sale may be complete, but the customer relationship is just beginning. Be readily available to answer questions, address concerns, or assist with product returns. To achieve this, you need to set up proper communication channels beforehand. Let’s take a look at the scope of the same:
- Offer Multiple Channels: Provide a seamless support experience across various channels – phone, email, live chat, or social media.
- Prep Your Support Team: Train your team members to be knowledgeable, friendly, and solution-oriented.
- Go the Extra Mile: Sometimes, a simple gesture like offering expedited replacements for a faulty product can leave a lasting positive impression.
Making a sale needs to be considered as the first milestone. The main goal for any business is to build a strong community that can turn into your Swifties (they will go to any extent for you).
The Power of Personalization
Today’s customers crave a personalised experience, period!
From Spotify to Myntra all the leading brands are integrating personalising to their customer experience. Here are some ways to make your customers feel valued:
- Post-Purchase Recommendations: Based on their purchase history, recommend complementary products or accessories. OTT platforms such as Disney + HotStar and Prime Video have mastered this well, they analyse the customer preference and push more shows and series.
- Loyalty Programs: Reward repeat customers with exclusive discounts, early access to new products, or personalised birthday offers. From the local super markets to Starbucks have implemented loyalty programmes to ensure customer retention.
- Post-Purchase Surveys: Solicit feedback about their experience. This valuable information helps you identify areas for improvement.
By implementing these strategies, you can nurture customer relationships, turn them into brand loyalists, and ultimately drive long-term business growth.
Essentiate: Your Partner In Gaining Loyal Customer Base
The post-purchase experience is an ongoing conversation.
Strategist and marketing experts at Essentiate, go beyond just building beautiful websites and engaging marketing campaigns. We understand the intricate process of the customer journey. We can help you design and implement a seamless post-purchase experience that delights your customers and sets your brand apart.
From CRM to automated thank-you emails, we do it all. Your digital engagements are in the trusted hands. If you are contemplating on beginning your Shopify account or are struggling to make your eCommerce work in your favour, we are here to help.
Let’s chat about how we can help you turn satisfied customers into raving fans.
Contact Essentiate today!
