After the purchase – Tips & Tricks for Customer Retention

After the purchase - Tipps & Tricks for Customer Retention

While many retailers still dedicate considerable resources to acquiring new customers, the importance of retaining existing ones is on the rise. Sixty-six percent of sales are attributed to loyal customers. Therefore, it’s crucial not only to focus on acquiring new customers but also to incorporate strategies into your company’s marketing approach to convert one-time buyers into recurring customers. In this blog post, we will provide you with a few effective methods to achieve this goal and explore the potential benefits of utilizing trbo for these purposes.

NPS post-purchase surveys 

Most likely you have received an email after making a purchase, inquiring about your satisfaction. With the Net Promoter® Score (NPS), you can measure the level of satisfaction a customer has experienced with their shopping journey using a scale of one to ten. The survey results offer valuable insights into what aspects of the customer journey are performing well and where improvements can be made. 

The survey results offer valuable insights into what aspects of the customer journey are performing well and where improvements can be made. Not only does this process help optimize the overall customer experience, but it also signals to customers that their opinions are valued. Actively responding to customer feedback fosters a sense of being heard, which in turn increases the likelihood of customer retention and repeat purchases. Surveys can be conveniently delivered via email or presented as an overlay on the website post-purchase, allowing customers to provide immediate feedback and boosting response rates.

Vouchers as a Renewed Incentive to Buy 

Who doesn’t love discounts? Discount promotions are an easy way to encourage customers to buy again – for example, as an email trigger. Once one of your customers has made a purchase, you can send them an email with a coupon for their next purchase as a small thank you. This gesture not only serves as a token of appreciation but also acts as compensation in cases where issues arise during the customer journey, such as delayed delivery or out-of-stock items. Rather than risk losing a dissatisfied customer to competitors, this approach easily converts them into recurring buyers. Additionally, you can also encourage them to leave a review with a coupon. This helps you improve your products and services, and helps other customers make a decision. 

Chatbots for After-Sales Support 

Once the customer has placed the order, the anticipation of receiving the package increases. As they eagerly await their items, they constantly check the carrier’s tracking page. To create a personal connection between your online store and your customers, you can take this work off their hands. By implementing a chatbot, customers can easily track their package directly on your website. Providing real-time updates on their order status further eases their wait. This proactive customer service not only improves their experience but also increases the likelihood of their return to your store.

After-Sales: an Elementary Component of Your Marketing Strategy 

With after-sales activities such as NPS surveys, email triggers, or customer service, you can not only convert accidental buyers into existing customers but also open many other doors. Customer feedback enables you to continuously optimize and develop your online store, and to adapt your products and customer experience to your customers’ needs. This strategic approach grants you a distinct competitive edge, as you actively listen to your customers and personalize their interactions on your site. 

As a result, customer loyalty increases, and positive word-of-mouth spreads. Additionally, effective after-sales management can result in cost savings, as recurring customers are less likely to require extensive marketing efforts compared to acquiring new ones.

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