As a Shopify store owner, you should know that the post-purchase experience is crucial to your success. If shoppers have a bad experience after they buy from you, they are likely to never come back. On the other hand, if you create an excellent post-purchase experience, they are more likely to become repeat customers.
In this blog post, we will discuss what you should do to create an amazing post-purchase experience for your shoppers. We'll cover everything from thank-you pages to shipping updates, and explain why each element is so important.
Let's get started.
After a shopper completes a purchase, the first thing they see should be a thank-you page. A thank you page is important as it is the first interaction that a customer has after they have bought something. You want to make sure that it leaves a good impression so that they are likely to return in the future.
Usually, Shopify has a default Thank You Page which is certainly not enticing enough to make a customer continue browsing for other products in your store. And that's why a customized Thank You Page is important to keep customers engaged.
The Thank You Page should be your opportunity to show your appreciation for your customer's business and to let them know what to expect next.
You should include information about when they can expect their order to arrive, and any available tracking information. If you are offering a discount or promo code for future purchases, be sure to include that information on the thank-you page as well.
This is also an opportunity to ask them to subscribe to your email newsletter which you can use to turn them into repeat customers and increase their lifetime value.
The confirmation page is the next stop for a shopper after they complete a purchase. This page should be just as engaging as the thank-you page and should include all order confirmation details.
A confirmation page is an important page as it assures your customer about their purchase, it gets them excited about receiving their order and it also allows you to cultivate a relationship with them.
This page should confirm that the order was placed successfully. You should provide:
This page is also a great place to add some additional branding elements. It's also a good idea to use this page as an opportunity to upsell your shoppers. For example, you could suggest that they add a related product to their order, or sign up for your email list (if they didn't through the Thank You Page).
Shopper's love being kept in the loop when it comes to their orders, so be sure to send them regular shipping updates. This can be done via email or text message.
The last thing you want is customers rating you badly because their order hasn't arrived.
When sending them the shipping updates, be sure to include information about when their order was shipped, the location of the delivered order, and any available tracking information.
You could also include images of the products they ordered, or a map showing where their order is in transit.
If you are using a third-party shipping carrier, be sure to include the tracking information for that carrier on your website. This will ensure that shoppers have all of the information they need to track their package progress themselves.
Once a shopper has received the order, it's important to send them a thank-you email. This email will make them feel appreciated and give them a sense that your brand cares about their business and wants to give them a positive experience even after their purchase. This not only encourages them to shop with you next time, but they'll be more likely to recommend your store to a friend.
This email should include a thank you message, a recap of the order, and any additional information that the shopper may need. For example, you could include the return policy or contact information for customer service.
You should also use this opportunity to ask for feedback. Thank-you emails are the perfect time to get feedback from your shoppers, as they are already happy with their purchase. This feedback can help you improve your store and create a better experience for future shoppers.
Once a shopper has completed a purchase, you should continue to engage with them. This can be done with follow-up promotions, resources like ebooks or whitepapers, or opportunities to give feedback.
Follow-up promotions are a great way to get repeat customers, and they can also be used to increase the average order value. Resources like ebooks and whitepapers are a great way to show your shoppers that you value their business, and they can also help you build relationships with them.
You could also provide resources such as an instructional video, or a link to your FAQ page. And finally, don't forget to give your shoppers the opportunity to contact you if they have any questions or concerns.
As you can see, there are a lot of things to consider when creating an excellent post-purchase experience. By using the tips in this guide, you can ensure that your shoppers have a positive experience and are likely to return for future purchases. Remember to be creative and customize each page/email to your liking and don't forget to be professional yet personal throughout the engagement process with your customers.
At Glow Loyalty, we create custom post-purchase experiences for Shopify stores. Contact us today to learn more about how we can help you increase customer loyalty and improve your store's bottom line.
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