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Imagine a shopper badly wanting new running shoes. If they prefer shopping online and don’t have a favorite brand, their next move would be to perform a detailed Google search with their size and color preferences (if any).
Let’s assume this Google search takes them to a marketplace like Amazon, where they select the shoes that they feel are perfect for them. Now imagine that these shoes are from your brand. This sale would not have been possible without you listing your brand on Amazon’s marketplace.
As a direct-to-consumer (DTC) brand, catching your customers’ attention at a place of interaction where they are spending most of their time and offering them the convenience of shopping can increase your chances of making a sale.
According to Linnworks research, 76% of consumers say convenience tops their priorities, and almost half (45%) value convenience over cost. According to the National Research Federation, 97% of American shoppers have abandoned a purchase over lack of convenience.
According to HubSpot research, 53% of online shoppers choose social media for purchasing products. Also, on average, 42% of consumers shop via marketplaces.
Your prospective customers are on different channels than just ecommerce websites. This makes it necessary to focus on where they spend most of their time. And one way to do that is to build your brand in multiple sales channels.
Remember, shoppers don’t connect on a transactional level but connect on a relationship level. Therefore, it is of utmost importance to keep your brand engaging and provide consistent customer experiences across different channels.
All of this can help your customers have a great shopping experience and drive them to hit buy. But have you thought of what happens later?
Customer experiences in the post-purchase phase are just as essential if you're looking to improve your customer satisfaction and loyalty metrics.
Shopping and checkout experiences are only halfway through the overall order experience. There is still a lot more to come in the post-purchase phase in the form of shipping, tracking, delivery, returns, reviews, and more.
It is evident for your customers to have a seamless post-purchase experience irrespective of the sales channel. However, a big post-purchase CX gap coupled with carrier errors, customer anxiety, complicated delivery, and returns experiences can take a toll on your CX efforts and ultimately your wallet.
The post-purchase CX gap is a lost opportunity to improve customer experiences in the post-purchase phase (order shipping, delivery, and returns). While this may look trivial, the post-purchase CX gap can have a significant impact on engagement and revenue opportunities.
Hope this throws some light on the existing gap in the post-purchase phase of your customer journey and its negative impact on your business.
That said, let’s take a look at how you can turn the tide and provide your customers with a seamless post-purchase CX.
Tracking your packages in real-time provides an insight into your parcels that are facing issues. You can then use this data to take corrective action before the issue impacts your customer.
When your customers’ parcels are facing critical issues, you can proactively communicate with them. In such cases, even if the issue goes unresolved, they will appreciate your efforts to provide them with a great post-purchase experience.
Your website, Amazon, or Instagram wherever you may be selling — proactively addressing issues comes in handy by helping you build trust with your customers.
Regularly send post-purchase transactional notifications via emails and SMS to your customers across the order delivery lifecycle. This will help in keeping their anticipation levels in check and provide them with a seamless delivery experience.
If you’re selling on a website or social media, you can send notifications to keep customers in the loop of their orders. This in turn reduces WISMO calls to a great extent and frees up your support team’s time to focus on other important things like product-related queries.
Ecommerce websites can also integrate a delivery management solution with their email marketing tools and automate shipping-related notifications to your customers.
Making your customers track their orders in customized branded order tracking pages can keep them engaged in a brand immersive experience.
Here’s what your branded tracking page can contain:
Ecommerce businesses can make use of tracking pages to extend the brand experience post-purchase and improve customer delight. Small businesses with a social media store can make use of branded tracking to build long-lasting relationships and improve repeat purchases.
Take the guesswork out of providing better post-purchase experiences for your customers. Collect your customers’ feedback via delivery satisfaction ratings to know what they think of the delivery experience you provided.
Businesses running on personal websites can use delivery feedback to influence shipping decisions to optimize their experience and social media businesses can use it to make better delivery choices.
Either way, this can help businesses:
Many businesses leave out returns when taking measures to optimize their post-purchase experience. Don’t make that mistake.
Make your returns process seamless by:
Seamless returns experiences can help businesses throughout the ecommerce multichannel to create loyal customers for life and redefine returns as a growth driver.
Now that we understand how providing winning post-purchase experiences allows you to make the best possible impression on your customers across the ecommerce multichannel, here’s an integration that will help you do just that to the fullest and enjoy success.
The experience that today’s shoppers demand encompasses everything; from product discovery to checkout and whatever follows post-checkout.
To help businesses win more customers with winning post-purchase experiences, LateShipment.com has partnered with Linnworks to provide a host of benefits for businesses like yours:
It is clear what providing winning post-purchase experiences can do to build brand credibility and strong customer relationships in multichannel ecommerce.
Therefore, keep in mind to provide an outstanding experience to your customers that extends beyond checkout and enjoy post-purchase CX success. Request a callback with LateShipment.com here.
Speak to us to find out how Linnworks can connect and automate your commerce operations so you can capture every revenue opportunity.
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