Did you know that it’s 6-7 times more expensive to acquire a new customer than it is to keep a current customer? The way consumers shop is changing, 70% of consumers now shop online. This means that consumers have a lot more choices of brands to buy from which isn’t handicapped by distance. Providing a great customer post-purchase experience can be that the single factor that differentiates you from your competitors. Making sure that your customers have the best experience will attribute to an increase in customer retention.

Retailers that want to increase customer retention must find ways to keep their customers happy at every touch point. Many people forget that the shopper journey ends when the client receives their package, not when they hit the buy button. This period between when your customer places an order and when the order gets to their doorstep is called post purchase period. This is the time when your consumer expects a retailer to fulfill their promise of providing them a great customer experience. This is also the time when your brand has the customers full attention so don’t waste this opportunity. For example, sending consumers to a third-party tracking page after you’ve made the sale disengages them from your brand and, most importantly, ignores a prime opportunity to drive brand equity which helps customer retention.

A well-crafted Post Purchase Experience Platform, like the one offered by WISMOlabs, offers multiple touchpoints for promoting products which consumers are interested in. It also keeps your brand in front of your customers during the delivery experience while providing customers with accurate and crucial updates which all attribute to a great customer experience and customer retention.

Did you know online shoppers check the status of their packages an average of 4 times during the shopper journey? This time is an excellent opportunity to show your customer you want to keep their business and improve your brand equity. Retailers using the WISMOlabs post-purchase experience platform have been able to lower their where my order calls, increase brand engagement, and increase customer lifetime value.

Customer ROI:

• Capezio (Reduction of “Where is My Order” calls by 90%, ROI from ads and repeat sales 5-15X)
• Tecovas (Reduced Order Status Inquiries, ROI 20-30X, post-purchase engagement 33%)
• Monoprice: ($250K in Annual Savings (headcount, support cost, other post-sales costs reductions))
• LEM Products (159% ROI in 6 months through repeat sales and reduction of support costs + improved customer experience)

Improving your eCommerce post purchase experience and keeping their attention during the entire purchase journey will result in higher customer retention, increasing revenue, and improving customer loyalty. Contact us today to find out how we can help you increase customer retention and their lifetime value.