Why Post-purchase Customer Experience is crucial for your E-commerce business

We live in a hyper-digital world. There is an increased orientation towards studying consumer behavior. It is to learn better about what goes into their purchase cycle.

Across brands, one of the topmost wish list items is to engage with the customer post-purchase. One common misapprehension among them is that customers will buy again without putting in any extra effort.

Let us break down how to deliver a satisfying post-shipping experience. It is a concept that will benefit both customers and retailers.

Let us take a look at customer retention stats. The cost of acquiring new customers can be 5X more than retaining existing customers. The probability of an existing customer buying is always 60-70 percent. But that of a new customer is 10-20 percent. It is because we live in an experience economy.

For Indian consumers, experience is everything. It drives their perception of a brand. Experience makes it critical for brands to create an end-to-end customer experience built around trust, delight, and positive brand perception.

Online shopping is at an all-time high. The emergence of new businesses online impacts both lead conversions and customer retention. Businesses overstep customer expectations to make their brand stand out amongst the competitors.

Most customers will stop purchasing from a brand after a bad delivery experience. Add this with another data insight. It suggests that online reviews affect 93% of customer decisions.

In simple words, a business does not get unsatisfied customers. It ends up choking its sales funnel with customers turning away from the cart.

Hence, create a holistic supply chain by staying on top of queries. Increase real-time visibility for both customers and your support team. It is crucial for any business.

Delivering a satisfying post-shipping experience has benefits for both customers and retailers. Summarizing few tips that the businesses should follow:

• Keep customers aware of their shipment status via notifications and branded tracking pages.
• Provide a brand-immersive tracking experience. It leads to an amplified Customer Lifetime Value and ROI.
• Meaningful engagement with real-time updates helps in building trust and developing customer loyalty.
• Tap the monetization opportunities on tracking moments. Do it with marketing assets like personalized product recommendations and offers.
• Include the faster shipping option by storing inventory closer to the customers' businesses. This way you can make same-day or next-day deliveries.
• SMEs and entrepreneurs need to engage with customers. Thus, they should take advantage of their post-checkout experience: the shipping process. Logistics automation platforms enable businesses to manage many touchpoints. An ideal shipping process engages users, fosters brand loyalty, and drives more business.

Optimizing the post-purchase experience bridges the gap between the customer and the retailer. A positive post-purchase experience builds a loyal customer base. It also improves their lifetime value.

Not having control over the post-purchase phase has its consequences.

1. Customer Disloyalty
2. Damaged Brand reputation
3. Lost opportunities to monetize post-purchase tracking moments
4. Increased Customer Service Inquiries

Here are six ways to improve a customer's post-purchase delivery experience :

1. Resolve customer issues
2. Engage at all times to reduce customer anxiety
3. Reduce customer service inquiries with delivery status notifications
4. Offer custom branded tracking experiences
5. Maximize sales by monetizing tracking moments
6. Get customer feedback on delivery experiences

Marketers often overlook the post-purchase experience and concentrate on looking for new customers. But it is a dangerous way of running a business.

If treated well, existing customers transform into brand advocates. They make a good foundation for building a dedicated customer base. If you need a roadmap for post-purchase strategies, you can borrow any of the ideas listed above.

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