Summertime shopping may not always have the huge sales volume of BFCM and holiday promotions. Yet it's the perfect time to build trust with your subscribers by creating a stellar and reliable post-purchase experience.
Use the summer months to build customer journeys that ease friction and promote confidence in shopping on your site. The relationships you build now have the potential to pay off in lifetime value many times over!
When customers make their first purchase from a brand - it can feel like a big step. Brands need to create an experience for their customers that feels less like a gamble and more like a sure thing from the moment they press ‘Checkout Now.’
Brands like TB12 are creating amazing experiences for their customers by triggering their post-purchase flows off of when their product is actually delivered so customers are getting properly timed delivery notifications that are relevant to what they purchased!
At Roswell NYC, we love recommending Wonderment. Their platform makes it easy for customers to have full visibility into their order's arrival while adding useful metrics to Klaviyo, Attentive, and Postscript. With Wonderment, you can create additional touch points that keep customers updated while reducing reach out to your customer service team.
A few of our favorite metrics include:
- Shipment Stalled
- Shipment Picked Up
- Shipment Delivered
These metrics can be used to initiate timely journeys, both transactional and otherwise, serving customers with updates, product education, and community engagement at times that make the most sense for your brand.
Best of all, you have control over the messages you send: make sure they're not only clear with well-organized and easy-to-find information, but also friendly and relatable if that rings true for your brand.
With Wonderment, you can make these messages more conversional by adding a bit of marketing content to those transactional emails, like a section promoting your loyalty program, prompts to join text marketing, new collection highlights or upselling to your subscription program (as shown below).
Using Wonderment's tracking pages, customers can see exactly where their order is. Fulfilling customers’ desires to monitor and manage their shipments, these tracking pages, much like transactional emails, get a lot of attention and interaction! Hosted directly on your site, tracking pages can and should be personalized for your brand with content like:
- Loyalty program information (points balance, tier level, and associated details)
- Product recommendations (Personalized recommendations with ReBuy)
- Product Education (how-to's, FAQ's, Blog posts relevant to the product purchased)
- Referral links
- New collections
- Holiday or Summer Sales
- Subscription information
- Post-Purchase Surveys (with their Fairing or KnoCommerce integrations)
- Embedded Sign Up forms
- Returns (With their new Loop integration)
- And so much more!
Not only does this create a great experience, but it also encourages bounceback purchases—decreasing timespans between orders.
When the package is delivered, tracking pages also serve as a central location where customers can find support, such as how to contact the brand. Thanks to Wonderment's new integration with Loop Returns, tracking pages can serve as a hub to manage returns, exchanges, and more, making the process more seamless than ever.
Investing in great customer experiences over the summer allows your brand to finetune it in preparation for busier seasons while building relationships that will pay off many times over. During the hustle and bustle of BFCM, customers will know where to go for reliable and transparent purchasing, and all the pieces will be in place for your growth to accelerate exponentially.
Keys to a Great Post-Purchase Experience:
- Accessible shipment tracking & transparent process
- Branded Tracking page
- Communicating appreciation
- Product education - especially for less self-explanatory products
- Encouragement to join customer communities & loyalty programs
- Easy and transparent returns and exchanges
- Customer service support access
- Bounce back offers
Written by Emily Roberts
Emily is the Vice President of Retention Marketing at Roswell NYC, a full-service e-commerce agency specializing in the Shopify ecosystem and a preferred partner agency to Wonderment, Recharge, Klaviyo, Attentive, Loop, Gorgias, Postpilot, and more.