One of the absolute most ideal approaches to create repeat customers for your ecommerce store on Builderfly is to give them an effective post-purchase experience. After all, retaining a customer is simpler than acquiring a new one.
Let’s find out four ways to keep your customers engaged post-purchase.
Customer Support Post-Purchase
Zappos, like all fruitful ecommerce businesses, has an effective customer support strategy in place. Here are a few elements of such a strategy:
- Implement a system to manage inquiries. Be sure your customer profiles in your Builderfly store are integrated with your ticketing system.
- Ensure your customer contact data is visible: consider designing a Contact page and adding it to your main site menu.
- Train your customer service team on your planning so there are consistency and decency in dealing with requests.
- Have an FAQ page that answers basic questions related to order tracking and purchasing.
It’s important to note that even with the best customer service programs set up, sometimes things turn out badly and customers can have an awful purchasing experience – a package is delayed, sent to an inappropriate address, arrives damaged. If your customer has a terrible experience, you have a chance to turn that experience around by rapidly making it right.
Engage Existing Customers through Loyalty and Rewards Programs
Data confirms that it costs 5-10x more to get a new customer than to keep a current one. And, current customers are 50% more bound to try new products and spend 31% more. Loyalty programs are an incredible way to retain your existing customers. A loyalty program is a program that offers compensates in some form to frequent customers
To make these programs compelling, keep them as basic as possible:
- Make it simple to join. Try not to ask for too much information.
- Have a dedicated landing page on your site for the loyalty program that discloses how to join and the advantages.
- Make your program dependent on earning points rather than discounts.
- Utilize a tier system to reward loyalty.
- Promote the program via social media.
Timely and Relevant Post-Purchase Communication
Customers are most responsive to receiving email marketing from you after a recent purchase. Post-Purchase email open rates are 2x that of regular email advertisements.
Design post-purchase emails as per your brand. Prepare cheery messaging to make buyers feel great about the purchase that they’ve recently made, and imagery that strengthens your message.
Your customers may not be prepared to purchase from you again just yet. Rather look for ways to keep them engaged:
- Invite them to follow you on social media.
- Tempt them to suggest products they might like.
- Ask them to share their buy via social media.
- Encourage them to sign up to receive your email newsletter for special offers.
- Ask for customer reviews. Reviews boost SEO and add social proof, which emphatically impacts conversions.
Conclusion: Strive for an End-to-End eCommerce Customer Journey
You need your buyers to have an incredible experience shopping and interacting with you. Preferably, they will crave interactions with your brand and anticipate forward to hearing from you. Intend to create customers forever! The strategies in this article will enable you to accomplish this goal.
