Five Ways To Improve The Post-Purchase Experience Of Your Global Brand
The Post-Purchase Experience Of Your Global Brand
Five Ways To Improve The Post-Purchase Experience Of Your Global Brand
Millions of eCommerce companies nowadays are focusing more on boosting their global brand value because digitalization has enabled them to get easy access to international marketplaces. Be it an eCommerce logistics company or an e-tailer brand, businesses are realizing the significance of consumer retention and loyalty in brand building.
The global standing of any brand is driven by one major factor- “customer experience”, and post-purchase experience is an essential part of it. The better customer experience you provide, the better you have a chance of having their loyalty for a brief period. Their longer engagement with your brand will further pave the way for a wider and more diverse audience to acknowledge your brand.
Since digitalization has had a significant impact on the worldwide market, millions of eCommerce businesses are now focusing more on building their global brand value. Businesses are realizing the importance of customer loyalty and retention in developing their brands, whether they are eCommerce logistics providers or e-tailer brands.
According to research by Bain & Company and Earl Sasser of the Harvard Business School, even a 5% increase in customer engagement can enhance profitability by 25–95%.
Research by Bain & Company and Earl Sasser of the Harvard Business School has demonstrated that even a 5% increase in customer engagement can result in a 25–95% boost in profitability.
So what exactly does post-purchase experience mean and what is its role in brand building for businesses on a global scale? This blog will address all your queries until the very end.
What Does “Post-Purchase Behaviour” Involve?
Post-purchase behavior involves the stage at which the consumers evaluate their satisfaction with their brand. Depending on how they feel, they can decide not to use your brand again.
Also after a transaction, a customer might influence whether or not other people choose to do business with you. You’ll discover that you have a lot of returning customers
when your brand masters the art of providing a memorable experience that is beneficial, convenient, friendly, and consistent.
Successful eCommerce giants in the business are always inclined towards the adopting the consumer-centric approach in their marketing strategy. For instance,
Amazon is known for being a customer-focused business that launched a Prime service,
which offers free two-day shipping. Customers now have higher expectations for order shipping and delivery as a result of this. However, it also aided Amazon-affiliated merchants in their fight against and victory over the Post-Purchase experience.
A post-purchase experience that is optimized affects customer loyalty,
enhances brand reputation, and increases repeat business.
Importance of Post-Purchase Experience in Brand Building
Post-purchase experience has a unique role to play in building a global brand value in the market. After making a purchase, customers enter the post-purchase experience stage of their journey. This is when they use and interact with the product or service they’ve bought.
The post-purchase experience can have a big impact on how customers feel about a brand. If the experience is positive, it can lead to customer loyalty and repeat purchases. If the experience is negative, it can damage the customer’s relationship with the brand.
With a better post-purchase experience, there is a high probability that your customers will add valuable insights to your business. They bring about positive reviews regarding your brand and also act as the best business adviser.
That’s why it’s so important for businesses to focus on delivering a positive post-purchase experience.
Five Ways To Improve The Post-Purchase Experience Of Your Global Brand
- Provide a safe space for your customers
People often go through a lot of anxiety while buying online, which involves the entire process of exploring, wish listing, placing orders, and waiting until the final delivery. The fear is obvious as they share too much personal information and invest money in the product they are purchasing,
and the likely delay in the delivery date could further lead to dissatisfaction among the customers.
Therefore, as a brand owner, you have to have a robust package tracking solution that can reduce the load on your customer service team and can provide a real-time,
seamless tracking experience for your customers.
Leading eCommerce logistics aggregators such as NimbusPost offers AI-powered shipping solution to businesses of all sizes, with real-time tracking, post-purchase shipping alerts, performance tracking, etc, with fraud detection tools. Their global shipping services, warehouse, and fulfillment, freight forwarding, etc. make them an affordable and reliable logistics partner in the industry.
- Provide comprehensive information about the product
The product which you offer to your customers often has some technical features which demand a user guide and Q&A session to establish a clear understanding of its functions and use. Always include a complete and simple user guide, information brochures, and FAQs to let your users easily get the idea behind your product.
This will result in improved post-purchase user experience and would reduce the chances of your customers getting stuck or confused with the product they end up purchasing.
- Offer recommendations for similar products
Another post-purchase experience tactic that will help you increase sales and customer loyalty is to suggest related products. Send them recommendations for complementary goods so they can make the most of the purchase. Additionally, you can suggest to them similar goods that you don’t sell but that other companies do.
The goal is to understand your consumers’ needs and satisfy them, even if doing so doesn’t result in financial gain.
- Celebrate and value your customer
Send them a little discount on their birthdays or other noteworthy events that you are aware of. How would you gather information on significant dates for your clients?
Simple, when you send them a survey, enter a few questions. When they receive a discount,
they will be the \ delighted. They will discuss it and post about it on their social media channels. This would be a free promotion for your business.
- Develop a constant communication channel
Your consumer needs to know when an order will arrive at their door or smartphone as soon as possible is placed.
The order won’t be available immediately if it is a physical package.
The item will be packaged and delivered to the closest hub,
after which it will delivered to the hub nearest the customer, etc.
It takes effective communication to convey all of this information. Never let a customer feel as though they are lacking knowledge about your product. Keep them updated about their package and let them get more engaged with your brand. Partnering with shipping partners like NimbusPost is a smart choice as
they offer real-time updates to end customers via WhatsApp, SMS, and email to uplift their delivery experience.
Final Words
International markets are brutally unpredictable and the trends that influence these markets keep changing with time. To let your brand outshine in the highly competitive business world,
you will have to put your heart and soul into your customers.
Leading eCommerce logistics aggregators such as NimbusPost offers AI-powered shipping solution to businesses of all sizes, with real-time tracking, post-purchase shipping alerts, performance tracking, etc, with fraud detection tools. Their global shipping services, warehouse, and fulfillment, freight forwarding, etc. make them an affordable and reliable logistics partner in the industry.
Building trust and attaining their loyalty towards your brand is the only way to survive in the cut-throat competition,
and the above-mentioned pointers can help get started.
Since digitalization has had a significant impact on the worldwide market,
millions of eCommerce businesses are now focusing more on building their global brand value. Businesses are realizing the importance of customer loyalty and retention in developing their brands, whether they are eCommerce logistics providers or e-tailer brands.
You must invest your heart and soul into your clients if you want to make your brand stand out in the fiercely competitive business environment.
The only way to survive in the fierce competition is to gain your customers’ trust and loyalty,
and the above-mentioned pointers can help you get there.