Customer experience in an e-commerce site does not start with a sale. Nor does it end with the customer buying something from your site and paying you. It’s more complex than that. Ending a sale should lead to another and another. So, a good post sale customer experience can ramp up your scope for more customer engagement and sales.
Let us look at ways to craft post purchase customer experience.
Keep track of the delivery
Right after you send the product across, you should keep track of the package until successful delivery. A product like LateShipment Pulse can track the entire package route and will alert you and the customer on probable mishaps. Pulse is intuitive and can raise a flag when the estimated time of delivery and the real time delivery route do not match. Letting the customer know that you are in the loop even after sending the package via the shipper gets you customer loyalty.
Make the most of post-purchase good vibes
Statistics suggests that customers respond best to your marketing communication right after a purchase. So, right after a customer makes a purchase, engage him in the post purchase euphoria and you will have very good results. It fosters brand loyalty and lays the basis for future purchases.
Post purchase, send emails and address the customer with his/her first name. And with these mails, try telling the customer that they have chosen right. Make them feel confident to buy again from you.
Solicit reviews and feedback
Once you have finished a sale with a customer, ask for product reviews and site reviews.
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Feedback is one way of engaging the customer post sales. You get valuable feedback and it also keeps you in the customer’s brand recall spectrum. Make feedback surveys very minimal. It shouldn’t take more than a minute to complete. Otherwise, the customer does not feel inclined to take the survey. If you can afford it, incentivise the customer for his effort.
Always work the customer on your next sale
Match the purchase with what would go with it. A recommendation in the lines of, ‘You might also like XYZ’ would fetch good favours. So, if a customer gets new shoes, you obviously try to recommend socks to him. Also, a handy list of what product goes with what is a good idea.
Offers and Promotions
When a customer has paid full price for a product, he might like to get a deal on the next. So, after a sale, it’s a good idea to give store credits, offers and discounts on the customer’s next purchase. And the customer’s shopping euphoria is still fresh after a purchase and he/she might be willing to go a step more.
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