You have successfully marketed and sold your products or services to a new customer, providing them with a great customer journey. However, their experience with your business does not end there. Post-purchase, businesses have the opportunity to continue engaging with customers, staying in touch and further improving the customer experience.
But how do you get the most out of post-purchase marketing to retain customers and create a sense of loyalty to your brand? It doesn’t have to be difficult, and chances are your business is already using post-purchase marketing strategies. Instead, it’s about using them in accordance with your customer service goal and continue to care about your customers.
Here are eight tips for the post-purchase customer experience.
1. Thank your customers
As the first point of contact after purchase, sending a message to customers thanking them for purchasing your products is an important opportunity. Not only does this explicitly show that your customers are valued by the business, thank you messages can also include other gestures or links to personalize the communication. This includes offering personalized discounts, introducing referral programs, and sharing your social media and other online channels.
2. Have a clear return policy
According 76% of buyers, they would give companies repeat business with a simple return process. Part of this is making your return policy clear, stating the return deadline and including free return shipping. Additionally, wording your return policy in a logical manner reduces the risk of confusion among customers. This allows customers to try products first and minimizes complaints about returns.
3. Follow up on orders
Customers like to know where their order is once they place it. Order tracking allows them to see where their products are in the delivery process. Automated order tracking is used to update customers and provide accurate delivery times. Likewise, when using outside delivery or sales services, provide customers with tracking numbers and details regarding the amazon realization process, help customers know when it will be delivered.
4. Include product descriptions and instructions
Once your customer receives your product, including product descriptions and instructions can help your customer become familiar with your product faster. Rather than leaving them guessing or assuming they’ll know how to use it, providing instructions makes it crystal clear and highlights the differences between similar products. Additionally, product descriptions and instructions can be used to identify products that are broken or not working as they should.
5. Organize your customer service
Inevitably, customers will need support for their products, whether it’s learning how to use them, leaving reviews, or learning about other products your business sells. Organizing your customer support helps your business respond effectively to customer questions and needs. Using in-call features such as call forwarding and routing, customers are matched with those who have the appropriate knowledge to best provide assistance and resolve their queries.
6. Respond to customer reviews
Both good and bad reviews are used by potential customers to inform their buying decisions and existing customers, building their customer lifetime value. Responding to reviews shows that the business values customer feedback. It also makes it possible to respond respectfully and transparently to negative reviews, acknowledging where mistakes have been made and how your company plans to fix it to prevent it from happening again.
7. Offer loyalty points
In building a customer base, customer retention is a crucial part of post-purchase marketing. Loyalty plans encourage repeat customer purchases, retaining their interest and re-engaging them with your products. These programs may offer points per purchase, additional bonuses for referring others to the brand, or offer discounts after a set amount of purchases. This encourages customers to continue buying from you.
Once your customer has purchased, use their data to offer them products. Using customer segmentation techniques, identify products that similar customers have also purchased or attracted. Likewise, it highlights the most appealing marketing campaigns and platforms for them, from email newsletters to a outgoing call. This gives the customer personalized recommendations and marketing to encourage them to make repeat purchases.
Optimize your post-purchase marketing
Throughout post-purchase, contacting and engaging with customers can improve their overall experience with your business. This can track customer orders, help them understand their products, and keep them interested in your business. Using different strategies together can optimize your marketing, properly present your product and brand image, while encouraging future business.
—Jenna Bunnell, Senior Manager, Content Marketing, Dialpad