A great customer experience helps determine whether customers will purchase from you again, or not. That experience includes everything from online customer service, packaging, brand advertising, social media content and even online store web design. But it’s the customer’s post purchase experience that mostly influences their decision to buy from you again. This is where post purchase marketing comes in. In fact, 71% of people recommend a product or service because they received a “great experience”.
Here are the top reasons why branding is so important in the post purchase experience.
Keep customers informed to enhance the brand experience
As a consumer, I want to be informed about where my product is. Also, if there’s any shipping changes that I need to know about and to be given assurance of my purchase. An order management process that provides customers with order status updates or inquiries will avoid the risk of negative customer calls. Also, customers will not be looking at other competitors in the future. Receiving status confirmation emails and status updates about orders with approximate delivery dates assures your brand provides the best service.
Excite your customers to create a positive brand experience and increase customer retention
Once your customers complete the checkout process in your store, their anticipation levels and feelings of excitement are at an all-time high. At this point, your customers’ perception of your brand is heightened. You must build brand trust by taking out all the uncertainty of the purchasing journey. Not only to reassure customers but to create an exceptional brand experience and retain loyal ones. This improves customer retention. Therefore, improving the post-purchase experience by creating a positive brand experience is a priority for your customer retention.
Increase brand loyalty, increase repeat purchases and generate more ROI with Post Purchase Marketing
It’s important to increase the value perception of your brand and brand equity. We can increase it by measuring the brand exposure of your customer’s post-purchase experience. Your chosen after purchase platform may track the active engagements with your brand, such as clicking with your brand’s marketing banners. These insights will guide you to improve your marketing strategies. Because you’re able to understand how your branded assets influence your customers’ repeat orders. For example, one of our customers, Tecovas, received 20-30X ROI from repeat orders. By understanding your brand exposure and improving your post-purchase engagement with customers, you’ll affect brand loyalty, and increase repeat customers and overall ROI.
Every customer deserves a happy and seamless post-purchase experience. As a retailer, focus on building a consistent, continuous and strong relationship between your brand and customers during the post-purchase experience. The more you can leverage your brand’s post-purchase platform to excite customers and keep them updated and feel valued, the better their experience will be, and the more they will buy from you again and again. So respond quickly to changes. Keep customers happy, and they’ll appreciate your post purchase communications, and trust your brand even more. This will give your overall brand the brand loyalty, customer retention, competitive edge and ROI that your business is looking for.
WISMOlabs is your opportunity to add more value, create a fully branded experience for your customers, and generate substantial revenue from their post-purchase experience.
WISMOlabs’ post-purchase experience platform eliminates the need to copy and paste tracking numbers to a third-party tracking website. Contact us to learn how our branded tracking pages can elevate your eCommerce store.
