You don’t have to be a marketing professional to know that good customer communications are fundamentally important in building customer loyalty. We know it from personal experience: brands that communicate with us in the right way, at the right time, and with the right information make a good impression and we’re more likely to shop with them again.However, what’s only now becoming clear is just how important one specific area of customer communications is to customer loyalty: those that take place after a product or service has been bought.
One-third of the consumers Narvar spoke to would shun retailers that fail to provide useful follow-up communications after a purchase.
Narvar recently undertook a study of UK consumers that revealed just how important post-purchase communications are; with customers increasingly judging their entire online shopping experiences on how retailers communicate with them after they click the ‘Buy’ button. We found that one-third of the consumers we spoke to would shun retailers that fail to provide useful follow-up communications after a purchase.So, what makes for good post-purchase communications? Based on our latest research we’ve identified five key ways that you can improve your post-purchase experience to help build customer loyalty.
Post-purchase communication is a hugely important part of the wider holistic customer experience. Retailers that get these communications right stand to build brand equity and win that rarest of thing: true customer loyalty.Customers judge their online shopping experience in large part based on how retailers communicate with them after they click the 'Buy' button. Download our latest study and learn how to optimise your post-purchase communication strategy.
Chris Hoskin is Narvar’s Regional Director of Marketing in EMEA. He has been working in the ecommerce sector for over 15 years and has experience spanning omnichannel integration, design, and supply chain & logistics.