![]() “The first question brands should ask is, what kind of post purchase activities do you want to drive differently,” Bri Christiano, Director of Support at Gorgias, says. This will help you craft a better experience for them that’s based on real learnings about your business. The key is to fully understand your brand’s customer journey. Then, take a look at who they are, what they care about, and how they behave. The first step in encouraging positive consumer behavior through a thoughtful post-purchase experience is understanding what you want your customers to do. 1) Do some audience research before getting startedĬonsider: What metrics are we optimizing for? Here are 13 ways to anticipate what your customers may think after clicking “Confirm order” and how steer your customer’s post-purchase behavior. Focusing on creating a positive post-checkout process can increase customer satisfaction, bolster your repeat customer rate, and build customer loyalty. Happy customers tend to become repeat customers. On the other hand, a great post-purchase experience and strong customer service and support can drive positive post-purchase behavior, including brand loyalty.ġ3 ways to provide a pleasant post-purchase experience that leads to more sales This often, understandably, dampens positive post-purchase behavior. Order confirmation: “Did it go through?”. ![]() Usually, customers experience post-purchase dissonance when you don’t give enough information about: Post-purchase dissonance, or what’s also known as “buyer’s remorse,” is when an otherwise positive purchase experience creates cognitive dissonance in the form of discomfort or other negative feelings. Source: Gorgias What is post purchase dissonance? Gorgias’s data shows that while repeat customers make up 21% of all customers, they bring in 44% of revenue. It’s the beginning of a race to win long-term, loyal customers: people who repeatedly return to your store, have a high customer lifetime value, buy more from you (increasing cart size and transaction value), and send new customers your way. Post-purchase behavior matters because making the first sale isn’t the finish line. Why is it important to understand post-purchase behavior? ![]() Post-purchase behavior can be positive (repeat purchases, raving fans), negative (poor reviews, excessive returns), or neutral (transactional purchases, simply using the product). Post-purchase behavior is the set of actions customers take after purchasing an item. ![]() Making repeat purchases with the help of product recommendations or a generous loyalty programīelow, learn more about the psychology of your shoppers once they place an order, and get tactics to improve your brand's post-purchase experience.Engaging with follow-up marketing email campaigns.Introducing friends and social followers to your brand and products.Signing up for a customer community or participating on social channels.Leaving positive reviews and CSAT scores.So, what kind of post-purchase behavior leads to long-term loyalty? Ideally, your customers follow up purchases with: Return customers generate 300% more revenue over first time buyers on average, according to data from 10,000 ecommerce brands. When a shopper places an order, the second phase of customer acquisition begins: Turning new customers into repeat customers.
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