Post-purchase communication is a key to continued customer patronage as well as to long-term brand loyalty. Poor follow-up can be quite detrimental to customer relationships. So, how can we do better?
Alexandra Sheehan, writing for Shopify, offers several observations and tips to enhance post-purchase communication:
“Post-purchase communication is an essential facet of any marketing and customer retention strategy. 50% of consumers feel buyer’s remorse after a purchase; so this is your opportunity to help rationalize the purchase and ease their worries. Focusing on and building relationships with your existing customers is a cost-effective way to boost sales. Acquiring new customers costs five times as much as it costs to retain existing customers. A new customer is 5%–20% likely to make a purchase, while existing customers are 60%–70%. Increasing customer retention rates by 5% leads to an increase in profits of at least 25%.”
“Effective post-purchase communications contribute to higher customer retention rates. It keeps the conversation going with your customers after they leave your store, strengthens the relationship with your brand, and helps inspire brand loyalty. From E-mail receipts to customer support, here are some post-purchase communication strategies and examples you can steal for your business.”
Click the image to read Sheehan’s many suggestions for energizing post-purchase communication and building stronger customer relations.
Image Credit: Get Vero
Retailing: From A to Z 