Once a shopper submits an order at your store, your job does not end! You have further opportunities to enhance user experience and maintain loyal customers. The post purchase experience at your ecommerce store greatly defines whether these customers are coming back for more. It’s builds an image about your business as a whole. Repeat purchases from your store are more likely with a better post purchase experience. Ecommerce solutions can be made wholesome with great customer care after a customer places his order.
The essentials of a post purchase experience are:
Transactional Messages
Order confirmation and shipping confirmation messages are by far the most important types of messages. They help build customer confidence in your business. It also can help drive long term engagement with your store.
Customer Service Reinforcement
Welcome messages to new customers ensure that your customers have a positive experience with your store. Customer service emails will ensure that your customers are reminded that you care. Triggering the right kind of emails post purchase can ensure that you retain your customers and improve you customer loyalty stats. Well, another important aspect of post purchase customer experience is asking for feedback in the form of customer satisfaction surveys. IF customers get a voice in your business, you are sure to gain their loyalty.
Promotional offers
Next purchase offer, and reminders for next purchases are a great way to ensure that your customers are reminded about your offers. This ensures that customers return to your store for the next great offer you have for them hence improving customer engagement with your store.
Data and content acquisition
Managing customer preferences and using them to your benefit is one way to build customer relationships.During the checkout process or during the registration process, you collect a lot of customer attributes. These can be used to enhance customer experience with your store. Especially using this information to create customized messages for your customers would mean a happy customer. Building better customer profiles is up to you and building better customer relationships with personalized business messages is a great way to gain loyalty.
Ratings and review requests
Another aspect of post purchase customer experience is to request reviews and ratings for the products they just purchased. This works both ways, if they are happy about their purchase; your store gets better rankings, well, if the review is not good, you get an opportunity to find out why. Post purchase interactions with customers can greatly help.
Another aspect of post purchase customer experience is to request reviews and ratings for the products they just purchased. This works both ways, if they are happy about their purchase; your store gets better rankings, well, if the review is not good, you get an opportunity to find out why. Post purchase interactions with customers can greatly help.
