If there’s anything you need to know about selling online, it’s the fact that a purchase is not supposed to be the endpoint of your interaction with a customer. In fact, it’s only the beginning.
You need to think of ways to follow through on those conversions and make sure you deliver a good post-purchase customer experience, such as by providing helpful, SEO-optimized customer onboarding content in West Palm Beach.
By staying in touch with your customers even after a purchase has been made, you’re building a strong relationship with them that will help you secure more sales in the future.
There’s an area in the brain called the “pleasure center”. Whenever you see products or services you like, you release dopamine, a chemical that makes you feel excited and happy.
Another area in the brain, called the insula, is responsible for your risk-reward behavior and pain pathways. If this part of the brain doesn’t send neuronal firing to stop you from buying, the “pleasure center” will push you to purchase what you want.
After you’ve made the purchase, though, you may experience buyer’s remorse.
According to the Oxford English Dictionary, buyer’s remorse is a feeling of regret after buying expensive things. This phenomenon stems from a person's fear of making the wrong decision, the guilt of overindulgence, or a suspicion of being tricked by the seller.
As an eCommerce company, you don’t want your customers to feel buyer’s remorse because this could stop them from buying from you again. To prevent this from happening, you need to keep in touch and continue to deliver a good customer experience post-purchase.
Your goal as a seller is to get your customers excited again and make them feel that they made the right decision when choosing to spend money with you.
Here are eight post-purchase strategies that will help you build a strong relationship with your customers and get them to purchase from you in the future:
When consumers order online, they expect to hear from you right away. Shoppers want to know if their orders went through, when they can expect them to be delivered, or if they need to try to re-order.
If you don’t update your customers about their order or assure them that their order went through successfully, they might never buy from your site again.
Lack of communication from your side can make shoppers feel uncomfortable and lead to a poor customer experience. Right after a sale, make sure you send your customers an automated confirmation email.
There are different types of confirmation emails, including the following:
Email confirmation best practices
Your confirmation email design should be consistent with your brand’s colors, visuals, and messaging. Apart from aesthetics, your confirmation email should also include the following elements:
Emails are also a great way to drive traffic to your site and boost your West Palm Beach SEO.
Customers want a good delivery experience. They want to know when their item was shipped and if it is on its way. In fact, more than half of customers expect real-time order status visibility.
This is why it’s imperative to send them order fulfillment notifications and provide them with tracking updates until they receive the item.
Transparent shipping updates are a real value proposition to customers, as it addresses their concerns and minimizes the need to get in touch with delivery companies to figure out where their package is.
This smoothens the delivery process. If this is a service you’re particularly good at compared to your competitors, consumers will choose you over others.
Aside from updates, you also want to share your shipping procedures with your customers to help set the right expectations.
For example, if you only ship on Mondays and Wednesdays, point this out to your expectant shoppers.
If you use a heavy-duty adhesive, let your customers know that it's not supposed to come undone and give them instructions on how to properly open the package without damaging the item inside.
Doing this not only shows the attention you put into making sure their items get delivered safely, but it also proves that your company is trustworthy.
After you've successfully delivered orders, you must follow up with your customer to ask them if they're happy or satisfied with their purchase.
By sending them a survey, you’re showing your customers that you care about them even after they’ve made a purchase.
Customer surveys and feedback are also important because conversion rates don’t always translate to future sales or a positive customer experience. Knowing how your customers truly feel about your products and services allows you to refine your strategies and further improve their experience with you.
According to Statista, 71% of internet users in America say that coupons and discounts influence their shopping behavior.
By offering your customers special deals, discounts, and coupons for their next purchase, you’re starting to build a lasting relationship and encouraging them to buy from you again.
You can even incentivize upsells by offering other bonuses, such as free shipping or free products. Consumers perceive that getting something for free is better than getting a discount.
Here are some interesting ways that giving away freebies helps your business:
Another way to keep in touch with your customers post-purchase and encourage them to buy from you again is to remind them about the items they forgot to check out in their online cart.
A gentle reminder might be the push they need to finally checkout. You can do this by sending personalized push notifications or cart abandonment emails stating that the items are on sale, suggesting cheaper similar products, or letting them know that there are only a few items left.
Did you know that 92% of customers say that they’re more likely to buy from a company again if they're happy with their return policy, and 62% of shoppers are more likely to buy online if they can return an item?
Let your customers know about your strict limitations and make sure they understand the terms. This way, they are fully aware of what to expect. This prevents them from getting angry later when you enforce a particular policy.
Are all sales final? Do you stop taking returns after 90 days? Are there certain items you won’t take back? Let your customers know ahead of time.
Creating newsletters and sending them once in a while is a great way to keep in touch with your customers and put your brand at the top of their minds. Keep your customers updated with the latest happenings in your company, product developments, and future launches.
You can also use newsletters to address their concerns about your products after they've bought them and drive them back to your site for more relevant content. This helps generate traffic to your site, which can boost your West Palm Beach SEO for better ranking.
You can also use social media, messaging apps, and other channels to make it easy for your customers to reach out and seek customer support.
The goal is to humanize your brand by staying connected, providing your customers with what they need, and making it easy for them to reach out to you when they need you.
When they’re satisfied with their experience with you, your customers will love you and stay loyal to you!
Product onboarding plays a crucial role in making your customers feel that they made a good decision to buy from you and converting them into regular, repeat customers.
When you present them videos, infographics, email, and SEO-optimized West Palm Beach blogs, they're much less likely to churn.
Plus, it increases customer lifetime value too! Through referrals, posting on social media, and making recommendations, happy customers can help you generate more customers for your business.
Building a long-term relationship with your existing customers and keeping them loyal leads to more sales in the future.
So, don’t make the mistake of getting too consumed trying to get your conversion rates up that you forget to nurture your relationship with your existing customers. Learn to strike a balance!
At Digital Resource, our team of digital marketing specialists and SEO experts in West Palm Beach will work with you to create a custom post-purchase strategy that will help you convert customers into loyal, repeat buyers.
Contact us today to make sure that every customer you generate turns into a happy, repeat customer!