Post-Purchase Experience Drives Customer Loyalty

All too often in eCommerce, the post-purchase experience is overlooked by retailers, yet it is one of the essential stages of the buying experience in ecommerce to secure repeat customers and drive customer loyalty.

It is necessary to have a robust post-purchase strategy in place to drive increased revenue and decrease the volume of Where Is My Order (WISMO) calls in the retailer's call center.

Post-purchase components for Customer Retention

Like any new software/strategy implementation, it can be overwhelming to think about all the different components that go into post-purchase and how to drive loyalty beyond the buy button. There is certainly a Crawl-Walk-Run approach that can help build loyalty.

There are three main components to a post-purchase strategy that needs to be implemented:

Setting clear delivery expectations: Even before purchase, it is essential to set the right expectation of when your customer will receive the item(s).

Proactive, Onbrand Communication: Your customers do not want to communicate with the carrier and their website; the expectation is that all the communication will come from the Brand/Retailer, and it will be proactive. You cannot over-communicate with customers when they have a package en route.

Reverse Logistics: What happens when…