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?
Post-purchase behavior can determine whether they will return to your business or not. In this guide, we’re going to cover nine ways you can boost customer satisfaction and increase the likelihood of repeat purchases.
What is the post-purchase behavior of customers?
Customer’s post-purchase behavior is the action taken by a customer after making a purchase from your business.
Some of these actions includes:
- Telling friends about a product
- Giving feedback and reviews
- Coming back to buy more
Making your customers’ journey a pleasant experience is key to increasing sales and loyalty. Here are some tips on how to provide a good customer experience.
9 Ways to Improve Your Customers’ Post-Purchase Behavior
Improving your customers’ post-purchase behavior starts with understanding the customer journey. What are the typical steps from customers’ first consideration to post-purchase stages?
Knowing this will help you identify where they might be facing challenges or what areas you could improve on.
1. Personalize your email marketing
Email marketing is a powerful tool for eCommerce stores. Still, it’s essential to personalize your messages to get the best results.
Sending Post-purchase emails to people who have already bought something from you is a good way to stay friendly with them . They might come back and buy more things from you if they like you.
You can use a simple template to create a post-purchase email flow that includes a:
- Thank-you message
- Follow-up information about their purchases
- Special offers for future purchases
Pro Tip:
Create stronger bonds with your clients and improve sales by making your email marketing effective.
2. Easy-to-track options
Identifying how to track a shipment can be one of the most intimidating post-purchase hurdles for online shoppers. Offering easy-to-track options is important for a good customer journey.
Make it easy for people to know where their order is. For example, give them a live order tracker or detailed tracking information. This will make people less stressed after they purchase something from you.
This will show them that you care about their post-purchase experience and make it easier for them to keep track of their orders.
It is always a good idea to go the extra mile in providing your customers with smooth post-purchase support. This is because 86% of customers are willing to pay more for a better post-purchase experience.
Pro Tip:
Applications like TrackMage can help your customers know when their delivery will arrive. They will get a notification on their phone or computer.
3. A clear refund and return policy
It is important to have a clear return and refund policy. This is where you state what you will do if someone has a problem with the product or service they bought from you.
Provide clear examples of what types of refunds and returns you accept, and ensure the language is easy to understand. This will help reduce customer confusion and encourage them to trust your brand.
You should also ensure your refund and return policy is prominently displayed on your website and easy to access.
For example, Chubbies Shorts, an online clothing retailer, has a great return policy. The website chat window includes return questions that enable you to start a return immediately.
The best place to put a return policy
No one should have to search for it! Make sure people know your store’s return policy before they buy anything. Put links to the policy in different places on your store’s website.
Some of the best places to display your return policy are:
- Website chat
- FAQ page
- Website footer
- Order notification emails
- Product page
- Website banner
4. Omnichannel customer support
In today’s competitive landscape, it’s very important to provide a good customer experience. That’s why omnichannel customer support is so important. By integrating your support channels, you can make it easier for customers to reach you.
Email, live chat, and social media can connect to provide a seamless support experience. And with automation tools, you can take care of the little things so that you can focus on providing top-notch support.
With omnichannel customer support, you can give your customers the attention they deserve and keep them coming back for more.
5. Go above and beyond
As an eCommerce store owner, it’s vital to always overdeliver for your customers. One way to do this is to offer Shopify post-purchase upsells. This is when you offer a customer the opportunity to buy additional products after they’ve already made a purchase. This is a great way to increase customer satisfaction and boost sales.
There are many Shopify upsell apps for after a purchase, so choose one that works well for your store.
6. Add how-to guides
How-to guides are a great way to provide valuable information to your customers and build trust with potential buyers. By creating step-by-step instructions, you can show customers how to use your product in the most effective way possible.
A well written how-to guide will help you:
- Improve your customers’ post-purchase experience
- Reduce customer support inquiries
- Increase customer loyalty
You can make how-to guides in different ways, like with a video or a PDF.
7. Share additional product recommendations
After a customer purchases an item from your store, you can immediately offer them a post-purchase rebate. This is a great way to keep them coming back for more. Offering a percentage off their next purchase makes them more likely to return and shop with you again.
You can also add other products that they might be interested in to the post-purchase rebate.
For example, if they purchase a pair of shoes, you can include a post-purchase rebate for a new purse or dress.
8. Loyalty program
A customer loyalty program is a great way to show your most loyal customers how much you appreciate them and get them to buy from you again.
There are many different customer loyalty programs, but a points-based system is one of the most popular. Under this system, customers earn points for every purchase and can redeem them for discounts on future purchases.
Many eCommerce platforms, including Shopify, offer customer loyalty programs that are easy to set up and manage.
There are many benefits to setting up a customer loyalty program. Some of these benefits include increased customer satisfaction and repeat business. Customer loyalty programs can also be a great way to collect customer data and learn more about your target market.
If you’re not already using a customer loyalty program, now is the time to start reaping the benefits.
9. Product satisfaction feedback
After a customer makes a purchase, staying in touch and ensuring they’re happy with the product is crucial. 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?
By collecting this type of feedback, you can make changes to improve the product and the customer experience. This can lead to higher satisfaction levels and more repeat customers.
Conclusion
Improving customer post-purchase behavior is essential if you want to keep your customers coming back.
In this article, we have discussed the various strategies businesses can use to do this, such as:
- Providing personalized product recommendations
- Encouraging repeat purchases
- Creating branded loyalty programs
- Offering additional products
By implementing these strategies, you can drastically minimize customer churn. These strategies will also improve customer satisfaction, and increase your bottom line.
So what are you waiting for? Start improving your customers’ post-purchase behavior today!
