Post Purchase Behavior: 9 Easy Ways to Boost Repeat Sales

You know that happy customers are good for your business. But do you know how to make them even happier after they buy something from you?

In this article, we’re going to cover nine (tried-and-tested) ways to easily boost customer satisfaction, increase repeat purchases, and successfully implement the business growth strategy.

Post Purchase Behavior: What it is and Why it Matters

Post purchase behavior is all about the buyer’s thoughts and feelings after shopping, whether they’re happy and excited or unsure about their choice. Ecommerce latest statistical data and trends show the following:

1. Happiness and Repeat Purchases: A study found that 85% of customers who reported feeling happy after a purchase make repeat purchases from the same company.
2. Dissatisfaction and Negative Reviews: Among dissatisfied customers, around 70% left negative reviews or feedback about their post-purchase experience, impacting the brand’s reputation.
3. Happiness and Word-of-Mouth Recommendations: Approximately 92% of happy customers share positive experiences with friends and family, leading to increased referrals for the seller.

Making your customers’ journey a pleasant experience is key to increasing sales and loyalty.

Post Purchase Behavior Marketing

Post purchase behavior marketing ensures a positive customer experience after a sale. It involves methods to engage and satisfy customers beyond the point of purchase.

Studies have shown that businesses focused on post purchase marketing increases customer retention by up to 30%. In addition, shoppers feel valued and respected, which leads to a 20% rise in brand advocacy.

Implementing post purchase behavior marketing resulted in a 25% decrease in product returns. The strategic use of personalized recommendations and helpful content reduces buyer’s remorse, leading to more satisfied customers.

The seven effective post purchase behavior marketing methods you should consider are:

1. Upselling and Cross-Selling: Recommend complementary or upgraded products through personalized product suggestions, enticing customers to make additional purchases.
2. Customer Support and FAQs: Provide accessible customer support and an FAQ section to address post-purchase queries promptly.
3. Engaging Content: Share informative and entertaining content, such as how-to guides or product tips, to keep customers engaged with the brand.
4. Referral Programs: Implement referral programs that reward customers for referring friends and family, leveraging the power of word-of-mouth marketing.
5. Personalized Reorder Reminders: Send personalized reminders to customers when it’s time to reorder consumable products, making the repurchasing process seamless and convenient.
6. Post-Purchase Webinars or Tutorials: Host webinars or tutorials showcasing creative ways to use the purchased product, enhancing its value and utility for customers.
7. Limited-Time Offers: Create a sense of urgency with exclusive post-purchase offers, motivating customers to take advantage of special deals.

Quick Overview of the 9 Ways to Affect Post Purchase Behavior

1. Personalized Thank-You Email to Reduce Dissonance: Sending a personalized thank-you email after a purchase helps ease any doubts or regrets the customer might have, reducing post-purchase dissonance.
2. Order Tracking Notifications for Happiness: Providing order tracking notifications brings joy to customers, as they can stay informed about their purchases’ whereabouts. Smartly customized eCommerce email flows boost sales by over 15% and increase customer retention significantly.
3. Return and Refund Policy Matters: A clear and customer-friendly return and refund policy is important to ensure customer satisfaction and confidence in purchase decisions.
4. Feedback Survey With a Gift: Offering a gift with a feedback survey incentivizes buyers to share opinions, leading to valuable insights for improvement, stronger loyalty, and higher probabilities for repeats.
5. Omnichannel Support for Optimal Experience: Seamless support across various channels ensures customers have a smooth and satisfactory experience.
6. Community Engagement for a Long-term Relationship: Engaging customers in a community fosters lasting connections, enhancing their loyalty to the brand.
7. Social Proof and Social Responsibility Initiatives: Displaying positive reviews positively affects pre-purchase behavior; Showcasing social responsibility efforts builds trust and brings more reviews and shares.
8. Exclusive Offers and Discounts for Next Purchases: Providing exclusive offers and discounts encourages shoppers to return for more, increasing retention rates.
9. Awards and Loyalty Programs: Recognizing customer loyalty through awards and loyalty programs incentivizes repeat business and strengthens the bond with the brand.

1* Reduce Post Purchase Dissonance Consumer Behaviour: Personalized Thank-You Emails

Post purchase dissonance is a common concern in business, where buyers feel uncertain or regretful after purchasing. Many companies are utilizing personalized thank-you emails as a powerful strategy to address the dissonance issue.

• Studies display a substantial reduction of up to 40% in post purchase dissonance when customers receive personalized messages following the purchase. The impact of emails goes beyond mere sentiment; they play an influential role in strengthening the customer-brand relationship.
• According to research, approximately 70% of online shoppers who receive personalized thank-you emails will buy from the same company again. This boost in customer loyalty directly translates into higher retention rates and increased sales.
• One real-life example is a case study conducted by a leading e-commerce platform. When Amazon implemented personalized thank-you emails, they observed a remarkable 25% improvement in customer retention rates. Moreover, buyers’ complaints decreased by 15%, emphasizing the effectiveness of post purchase personalized emails.

To easily implement a personalized thank-you email strategy, we recommend automation. With automation apps, you’ll never skip your new customer, and you’ll save a lot of time (which you’ll put to profitable use). Check out our article “Up-Sell Automation: 9 Must-Have Tools” to learn more about email automation tools.

In conclusion, personalized thank-you emails are a convincing and data-driven solution to address post purchase dissonance in consumer behavior. You’ll create a loyal customer base and long-term success by showing gratitude and establishing a deeper connection with customers.

Pro Tip: 

Create stronger bonds with your clients and improve sales by automating your email marketing.

2* Post Purchase Consumer Behaviour: Order Tracking Notifications for Happiness

Post purchase consumer behavior will be positively impacted when you incorporate order tracking notifications into your experience ecosystem. Notifications provide real-time updates on the status of purchases, which has a profound effect on customer happiness.

Make it easy for people to know where their order is. For example, give them a live order tracker or detailed tracking information.

• According to a recent study, 82% of consumers expressed higher satisfaction when receiving order tracking notifications. A simple yet effective feature enhances the overall shopping experience, increasing customer loyalty and repeat purchases.
• The implementation of order tracking notifications will result in at least a 15% reduction in customer support inquiries related to order status. With 15% fewer unsatisfied shoppers, you’ll also have more time to advance your business.
• It is always a good idea to go the extra mile to provide your customers with smooth post-purchase support. 86% of customers are willing to pay more for a better post-purchase experience.

There are multiple positive changes in post purchase consumers behavior when you integrate an order tracking app into your eCommerce experience ecosystem.

1. Reduced Anxiety: An order tracking app provides real-time updates on the shipment’s status, alleviating customers’ anxiety and uncertainty about their purchase’s whereabouts. Customers will feel more at ease, resulting in a positive post-purchase experience.
2. Increased Trust and Confidence: The app builds trust between the customer and the brand by offering a reliable and accurate tracking system. Customers feel more confident in purchase decisions, leading to a higher probability of repeat business and positive reviews.
3. Enhanced Engagement: The app keeps customers engaged throughout the delivery process as they actively track the package. A sense of excitement and involvement will turn an ordinary task into an enjoyable experience.
4. Personalized Delivery Experience: The order tracking app allows buyers to customize delivery preferences, such as selecting delivery time and rerouting packages. This level of personalization enhances the customer’s perception of the brand’s attentiveness to their needs.
5. Prompt Issue Resolution: In case of any delivery hiccups or delays, the app enables customers to identify and report problems quickly. Prompt issue resolution demonstrates the brand’s commitment to customer satisfaction, strengthening the positive post-purchase experience.

Pro Tip: 

Try TrackMage features during 2-week free trial and explore all the benefits your business will have.

3* Post Purchase Decision: Return and Refund Policy Matters

Post purchase decision refers to customers’ critical evaluation process after buying a product or service. During this stage, customers assess the purchase experience, satisfaction level, and whether the product meets expectations. Numerous methods affect post purchase decisions, nudging them to repeat shopping. Effective follow-ups, personalized offers, the legalities behind purchases, and excellent customer support improve the seamless post-purchase experience.

The importance of a well-defined refund and return policy is often overlooked as a vital factor in shaping post purchase decisions. A customer-centric, understandable return policy boosts confidence without fear of losing money on an unsatisfactory product.

• According to a 2020 survey by Qualtrics, customers expressed 73% higher chances of purchasing if the company offered a clear and hassle-free return policy.
• A prime example of a customer-friendly return policy’s significance is Zappos, an online shoe and clothing retailer. With a 365-day return period, Zappos’ commitment to customer-centric policies led to positive word-of-mouth, substantial business growth, and a trustworthy brand reputation.

In conclusion, a transparent and clear refund and return policy greatly influences post purchase decisions, contributing to brand loyalty and a positive brand image. Prioritize creating a policy that prioritizes customer satisfaction, trust, and confidence.

Pro tip:

Some of the best places to display your return policy are:

• Website chat
• FAQ page
• Website footer
• Order notification emails
• Product page
• Website banner

No one should have to search for your return policy! Ensure buyers know your store’s return policy before they start the checkout process.

For example, Chubbies Shorts, an online clothing retailer, has a great return policy. The website chat window includes return questions, so buyers can initiate a return immediately.

4* Importance Of Post Purchase Behaviour: Omnichannel Support for Optimal Experience

The importance of post purchase behaviour is often overlooked, leading to lost opportunities. Acquiring a new customer is 3-5 times more expensive than selling to existing ones. Post purchase behaviour is a determining factor for customer retention. The importance of post purchase behaviour lies in its impact on customer loyalty and repeat sales.

Omnichannel support enhances buyers’ journey. Providing seamless, consistent support across all channels bolsters satisfaction. Consumers expect consistent interactions on social media, in-store, or on a website.

• One example of the importance of post purchase behavior is Apple. The tech giant provides comprehensive omnichannel after-sales service, leading to a constantly growing loyal customer base. AppleCare’s omnichannel support is available via phone, online chat, email, and in-person at stores.
• Amazon also demonstrates the importance of post purchase behaviour. Its easy-returns policy and 24/7 customer service across multiple channels ensure customer satisfaction. The result? High customer loyalty and repeat business (and $1.314 Trillion worth).

Influencing post purchase behaviour involves a two-pronged approach. On the one hand, providing quality products is fundamental. On the other hand, exceptional customer service post-sale is equally vital. Hence, when companies recognize the importance of post purchase bahaviour, they invest huge sums of money in a strong omnichannel support system. 

With omnichannel customer support, you give customers the attention they deserve and keep them coming back for more.

Pro tip to easily and cheaply apply omnichannel communication:

Leverage the technology platforms you already use for omnichannel communication. You already use social media, email, and websites for marketing. Transform them into customer service channels. It reduces costs while providing a seamless customer experience across multiple touchpoints.

Initiate customer support on social media. Respond to comments, messages, and mentions. Incorporate a live chat feature on the website for real-time assistance. Explore plugins and add-ons that will provide multiple communication methods (chatbots, free messaging apps, automatic posts on social media, comments, replies, transparent reviews, etc.)

5* Post Purchase Evaluation Consumer Behavior: Feedback Survey With a Gift

Post purchase evaluation consumer behavior is analyzing buyers’ feedback after product use. Surveys with gifts serve as an effective strategy, boosting response rates while increasing brand loyalty and retention.

A feedback survey with a gift captures customer satisfaction, product usage, and the odds of repeat purchases. As a motivator, the gift encourages customers to participate in the survey. A gift creates a subconscious obligation, thus increasing the probability of repeat purchases.

• Uber successfully employed this strategy. They offered huge discounts for the next purchases in exchange for survey participation. The goal was to collect big data for the post purchase evaluation of the consumers’ behavior. The feedback helped improve service quality, increased sales, and improved brand reputation.
• Amazon, similarly, leverages post purchase evaluation consumer behavior. Gift cards offered for customer reviews encourage detailed feedback. The data collected aids in refining product offerings and enhancing the customer experience.

Exploiting post purchase evaluation consumer behavior involves offering valuable incentives for survey participation. A well-designed online survey focuses on customer experience and product usage. The reward justifies the customer’s time spent on the survey.

Pro tip:

Enhance the gift’s relevance by using previous browsing and purchase history. Tailoring the incentive based on the customer’s past interactions motivates them to participate in the feedback process, fostering post purchase evaluation consumer behavior.

6* Post Purchase Behaviour In Consumer Buying Process: Community Engagement for a Long-term Relationship

Post purchase behavior in consumers buying process can be influenced by the community engagement initiated by your marketing team. Community engagement refers to consumer interactions within brand-related groups or forums.

We all inherently desire to belong, a fact established by numerous psychological studies. This longing for social connections makes customers open to community engagement. Brands like Starbucks, Nike, and Sephora capitalize on this psychological aspect.

• One brand excelling in utilizing post purchase behavior in the consumer buying process is Harley-Davidson. The company nurtures a robust community where customers share experiences and discuss products. It strengthens customer loyalty and bolsters brand reputation.
• Lego, too, leverages post purchase behavior in the consumer buying process. Its online community, Lego Ideas, enables customers to share product designs. The company benefits from customer creativity while customers feel valued, driving customer loyalty.

Influencing post purchase behavior involves fostering an active brand community. Key strategies are offering a platform for product discussion, answering queries, and celebrating customer achievements. These interactions result in a stronger brand-customer relationship.

By providing platforms for consumers to engage and share experiences, brands create a sense of belonging among customers. This social connection positively affects post purchase behavior in the consumer buying process, leading to increased brand loyalty and repeat purchases.

Pro tip:

If you want to quickly and cheaply affect post purchase behavior in the consumer buying process through community engagement, follow these three steps:

1. Create a dedicated social media group or forum.
2. Encourage customer interaction by initiating product discussions and responding to queries.
3. Utilize user-generated content to celebrate customers, enhancing their sense of community.

7* Share additional product recommendations

Pre And Post Purchase Behaviour might be influenced by strong marketing campaigns based on basic psychology.

Pre-purchase behavior refers to the actions and decisions customers make before purchasing. It involves research, comparison, and evaluation of alternatives. Social proof influences pre-purchase behavior significantly. Reviews, testimonials, and influencer endorsements will sway customers’ opinions toward your brand.

• An example is TripAdvisor. Customers heavily rely on reviews and ratings, a form of social proof, before booking accommodations or experiences.
• Airbnb showcases host ratings and guest reviews on their listings. These play a vital role in influencing prospective customers’ pre-purchase behavior. A Harvard Business School study revealed a 1-star increase in Airbnb reviews leads to a 16% increase in bookings.
• ModCloth fashion retailer, invites customers to upload photos wearing their purchases and rate the fit of the clothes. This social proof impacts other customers’ pre-purchase decisions. According to a Bazaarvoice study, site visitors who interact with reviews and customer photos showed a 137% higher conversion rate than those who don’t.

Post-purchase behavior can be affected by social responsibility initiatives. They enhance customer satisfaction and loyalty, which many industry giants successfully use.

• Patagonia, an outdoor apparel brand, demonstrates effective use of social responsibility. It donates a portion of sales to environmental causes. Customers, aware of the brand’s commitment, feel satisfied with their purchase, influencing positive post-purchase behavior.
• Toms Shoes also exemplifies the impact of social responsibility. For every pair purchased, Toms donates a pair to a child in need. Customers appreciate Toms’ cause, enhancing post-purchase satisfaction and loyalty.
• Avon is famous for its anti-breast-cancer campaigns. Avon marked its decade-long commitment to battling breast cancer in 2002. The company raised a significant £1.6 million for Breakthrough Breast Cancer, surpassing its initial goal of £1 million. The funds accounted for one-third of the charity’s yearly operational costs.

Social responsibility initiatives tap into key psychological factors that impact consumer behavior post purchase. Here are three reasons:

1. Fostering a Sense of Achievement: Customers derive sense of accomplishment from their purchase when it contributes to a wider cause. This emotional gratification propels positive post-purchase experiences and loyalty.
2. Serving as a Vehicle for Value Expression: When a brand’s social responsibility aligns with a customer’s personal beliefs, the purchase expresses those values. This alignment resonates with customers, making the post-purchase experience more fulfilling.
3. Satisfying the Need for Cognitive Consistency: The human mind seeks harmony between actions and beliefs. Purchasing from a brand that champions social causes aligns with customers’ social beliefs, leading to satisfaction and positive post-purchase behavior.

In essence, social proof and social responsibility influence pre and post purchase behavior, respectively. Use these strategies and you’ll experience higher customer satisfaction, loyalty and sales.

Pro tips:

1. Use customer reviews and testimonials on your website and social media platforms. Highlighting the real experiences of previous customers influences potential buyers. Encourage reviews by sending post-purchase emails asking for feedback.
2. Publicize your commitment to a social cause on your platforms. Communicate how each purchase contributes to the cause. This transparency enhances customer satisfaction, positively affecting post-purchase behavior.

8* Influence Post Purchase Customer Behavior with Exclusive Offers and Discounts

Exclusive offers and discounts profoundly influence post purchase behavior in the consumer buying process. They create a sense of exclusivity and value, compelling customers to revisit and repurchase.

Here are three reasons why and how people react to exclusivity and discounts:

1. Scarcity Principle: People assign a higher value to limited availability opportunities. Exclusivity and time-limited discounts instigate urgency, compelling customers to act promptly to avoid missing out.
2. Perceived Value: Discounts create a perception of getting more value for less money. They trigger a sense of gain, making the deal more attractive.
3. Sense of Belonging: Exclusive offers convey a sense of belonging, especially for members or repeat customers. It makes customers feel special and appreciated, encouraging loyalty and repeat purchases.

Industry giants successfully utilize mentioned psychological reactions to boost sales and strongly impact post purchase customer behavior.

• Sephora’s “Beauty Insider” rewards program is an example of customer engagement and retention. The initiative brought an 18% increase in repeat purchases, thus significantly impacting post purchase customers behavior.
• With its exclusive deals, the Starbucks Rewards program has been instrumental in driving customer loyalty. There has been an impressive 25% boost in repeat visits.
• Best Buy’s “My Best Buy” loyalty program increased customer retention by 22%. Exclusive offers and early access to sales have resulted in a 22% surge in shopping from members, affecting post purchase customers behavior.

In summary, exclusive offers and discounts significantly shape post purchase behavior. They drive repeat purchases and customer loyalty by triggering a sense of exclusivity and urgency. Successful brands have demonstrated the power of this strategy.

Pro tip:

To influence post purchase behavior on a budget, follow these steps:
Upon completion of a purchase, dispatch an email providing a special discount for the next purchase.
Offer early access to upcoming sales or exclusive products as a reward for loyalty.
These initiatives foster a sense of exclusivity and appreciation, compelling customers to return, all without a substantial financial investment.

9* Post Buying Behavior: Awards and Loyalty Programs

Awards and loyalty programs greatly impact post buying behavior by employing key psychological principles – reciprocity and status affirmation. These strategies drive customer retention and repeat purchases.

The principle of reciprocity suggests people often respond to a positive action with another positive action. Loyalty programs capitalize on this, stimulating favorable post buying behavior. When customers receive rewards, they feel obliged to reciprocate, typically through further purchases or/and great reviews.

Status affirmation taps into the human desire for exclusivity and recognition. Top-tier rewards or special privileges act as status symbols, incentivizing consistent patronage.

• The Marriott Bonvoy loyalty program is an example of effectively managing post buying behavior. It offers tiered rewards, encouraging repeated stays and enhancing brand loyalty.
• Ulta Beauty’s Ultamate Rewards program effectively impacts post buying behavior. By offering points per purchase, which can be redeemed for exclusive products, Ulta stimulates repeat business and promotes customer loyalty.
• American Airlines AAdvantage program affects post buying behavior by offering tier-based rewards, including free flights and upgrades. This strategy fosters loyalty and promotes repeat bookings.

In conclusion, loyalty programs and awards significantly affect post buying behavior, fueling customer satisfaction and encouraging repeat patronage. Marriott Bonvoy, Best Buy, and American Airlines illustrate the successful implementation of these strategies.

Pro tip:

If you want to quickly and cheaply utilize awards and loyalty programs to influence post buyer behavior:

1. Develop a simple, digital loyalty program where customers earn points per purchase. Points could be redeemable for discounts or exclusive items. An email-based system can make it cost-effective and easy to manage.
2. Milestone Rewards: Recognize customer loyalty by offering milestone rewards. After a set number of purchases, gift customers an exclusive discount or a free product. An automated email system will keep the costs low and the process efficient.

Post Purchase Behaviour Questionnaire

A post purchase behaviour questionnaire is a valuable tool businesses use to gather feedback and understand customer experiences. It taps into the psychology of self-expression and the human desire to be heard and understood.

Self-expression plays a key role in the effectiveness of a post purchase behaviour questionnaire. When customers provide feedback, they feel a sense of engagement with the brand. This interaction fosters loyalty and satisfaction, directly influencing their future purchasing decisions.

Moreover, a well-designed post purchase behaviour questionnaire gives customers a voice, enhancing their overall brand experience. It affirms that their opinions matter, fostering a sense of value and respect. In turn, buyers will have a positive perspective towards the brand.

A post-purchase survey is a great way to get feedback and improve customer satisfaction.

When crafting your survey, be sure to include questions about the product and the customer’s experience.

Examples of queries include:

• Was it easy to use?
• Was the product what they expected?
• Would they recommend it to others?

Collecting feedback will strengthen the influence post purchase behavior. Improvements will lead to higher satisfaction levels, repeat customers, and higher profits.