Insights

Post-purchase experience – keep your customers engaged and happy

June 23, 2022 No comments yet

Delivering an impeccable post-purchase experience can be a great way to keep your customers happy and engaged with your brand. 

What Is the Post-Purchase Experience?

All too often, when it comes to the customer journey and experience, brands focus all their efforts on ensuring a top-notched acquisition phase. This is also called the “pre-purchase” phase, and it involves specific marketing and communication strategies that drive customers to finalize a purchase with a brand.

What happens, though, when a customer has finally bought a product or service from us? The answer should be: “We keep them happy.” How? By crafting and delivering an impeccable post-purchase experience.

To this effect, we are going to need to curate all steps after checkout, in order to turn one-off, online shoppers into loyal, returning customers – or, even better, into devoted brand advocates.

The key elements that are part of the post-purchase experience are

  • Tracking options
  • Shipping options
  • Delivery options
  • Full transparency
  • Post-checkout engagement

Why Does Offering a Great Post-Purchase Experience Matter?

So, why should you invest in offering an exceptional post-purchase experience to all your customers? There are many reasons, but the main – and most crucial – one is around creating more loyalty and retention.

Did you know, for example, that successful post-purchase experiences drive up to 93% of repeat purchases? Yes! This means that a whopping 93% of your customers are more likely to buy from you again, if you have provided them with a post-purchase experience that ticked all their boxes in terms of quality, time, personalization, and more.

But that’s not all. An effective post-purchase experience is also one of the main factors that encourage repeat customers to spend more on your products or services. How much more? Up to 30%. All this means more revenue for your business.

5 Ideas to Enhance the Post-Purchase Experience

1. Delivering Product Recommendations

From your tracking page, offer your customers relevant product recommendations that keep them engaged and drive new sales.

2. Be Smart About Product Recommendations

Remember to ensure that your product recommendations are smart: do not recommend a product that your customers have returned in the past. Look at their purchase history and, based on that, offer them something that would entice a new purchase.

3. Enhancing Customer Advocacy

Utilize social proofs such as customer reviews, ratings, and feedback to boost product purchase recommendations and increase sales.

4. Creating Loyalty or Rewards Programs

Make sure that your loyalty or rewards program is seamlessly integrated with your product tracking page, so that your customers can access it easily and quickly from there.

5. Promoting Products on Tracking Pages

Make the most of your product tracking pages by repurposing them for product promotion. For example, invite customers to leave their email and subscribe, with the promise of offering them a special deal or promotion.

Make the Magic Happen: OGOship Tracking 

If you want to build an awesome, unforgettable post-purchase experience, then look no further. OGOship Tracking comes packed with a wide range of amazing features that are sure to wow your customers – and make them come back for more.

OGOship Tracking helps you set up a seamless, fully customized post-purchase journey experience, from checkout all the way to tracking, feedback, and returns. The result? Less customer service tickets, more repeat purchases.

See what’s included:

Shipment Tracking

  • Harmonized tracking experience, regardless of your chosen shipping provider
  • Estimated delivery date helps you manage your customers’ needs and expectations
  • Shipment feedback and rating to help you deliver an even better service next time

Real-Time Communication

  • Regular email notifications on shipping status and details
  • SMS notifications including tracking and shipment information
  • Comprehensive tracking status – starting from when your parcel leaves the warehouse

Customer Loyalty and Sales

  • Product recommendations, special offers, and relevant content to your customers to keep them engaged and delighted

Customer Service Support

  • Shipment details keep customers aware of where their order is at all times, slashing incoming requests to customer service teams
  • Less incoming requests for customer service teams mean more time for the team to focus on value-added work

Zero Additional Costs

Available to all OGOship customers, meaning that no additional investment is needed

Sound too good to be true?

It isn’t – just contact our e-commerce specialists today, and find out more about how our solution can help your business reach new heights.