In the dynamic industry of e-commerce, your Shopify checkout isn't the final destination; rather, it marks the start of a new phase. Your Shopify post-purchase journey is another avenue where substantial opportunities lie - opportunities to enhance customer engagement, nurture loyalty, and above all, increase your average order value.
For Shopify merchants, the skill of crafting a Shopify post-purchase experience that deeply connects with customers holds transformative potential. Within this article, we will dissect the tactics that enable you to craft a Shopify post-purchase experience with unparalleled beneficial capabilities for you and your customers.
But first things first. What is the post-purchase experience and why should you focus on enhancing it?
What Is The Shopify Post Purchase Experience?
Post-purchase customer experience refers to what happens after your customers buy something. It's the messages, strategies, things you provide, and how your company talks to customers. Think of it like a journey with different parts. If you make each part better, the whole journey becomes amazing.
Making the post-purchase experience great doesn't just make people buy again; it also helps your Shopify store make more revenue from your customers. The cool thing is, once you set it up, it keeps working on its own. Just like planting a seed that grows into a big tree without you doing much.
Why Focus On Improving Shopify Post-Purchase Experience?
Profitwell checked out almost 700 subscription companies and found something important: getting new customers is getting more expensive. Compared to five years ago, the cost of getting new customers has gone up by almost 60%.
But, there's a smarter way. The customers you already have are a goldmine. A well-known book on marketing numbers says people who bought from you before have a 60-70% chance of buying again, while new buyers have only a 5-20% chance of buying more.
Bain, a research company, adds more. They found that the longer someone keeps buying from you, the more they spend each time. For example, someone's fifth purchase is usually 40% bigger than their first, and between months 31-36, people spend 67% more compared to the first six months.
Clearly, people who keep buying can make a big difference. So, how can you make them buy more?
Kristen LaFrance, who runs Shopify's Resilient Retail series, knows some secrets. She says the time between paying and getting the product is important. This is when you can build a relationship. Answer their questions, make them excited about the product's arrival – make it a great experience.
In short, making sure your customers have a great experience after they buy is key to making them buy again. When someone buys something, it often leads to more buying. So, use this time to set the stage for their next purchase.
Read further to learn how you can do that.
How To Craft A Shopify Post-Purchase Experience To Boost Average Order Value
1. Personalized Thank You Page: The Gateway to Connection
The traditional thank you page is evolving into a powerful engagement tool. Instead of just a generic "Thank You," tailor the page to express genuine gratitude. Address your customers by name and showcase a summary of their purchase. To take it a step further, consider adding personalized product recommendations based on their recent purchases, demonstrating that you understand their preferences.
2. Offer Exclusive Discounts
Right after a successful purchase, seize the opportunity to entice your customers with exclusive post-purchase discounts. These discounts not only make your customers feel appreciated but also encourage them to return for another purchase. By offering a time-sensitive discount, you create a sense of urgency that encourages them to make further purchases.
3. Upsell and Cross-Sell Magic
Leverage the post-purchase phase to present complementary products or upgrades. Implement an intelligent upselling and cross-selling strategy that suggests relevant products based on the customer's recent purchase. This technique not only boosts the average order value but also introduces customers to more of your offerings. You can use apps such as Hypeup which allows you to display products for upselling and cross-selling before the thank you page.
4. Harness the Power of Social Proof
Customer reviews and testimonials are invaluable assets in the post-purchase experience. Showcase positive feedback and endorsements prominently on the thank you page. This not only instills confidence in the recent purchase but also creates a sense of community, making customers more likely to come back.
5. Seamless Referral Program Integration
Encourage customers to share their purchase experience with their network by integrating a referral program. Offer incentives for referring friends and family since a whopping 92% of people out there actually trust recommendations from their friends and family more than any other fancy advertising! By incentivizing referrals, you not only expand your customer base but also establish trust, as recommendations from peers hold significant weight.
6. Interactive Unboxing Experience
Unboxing experiences have taken the e-commerce world by storm. Enhance your post-purchase engagement by creating an interactive unboxing guide. Share tips, tricks, and creative ways to use the purchased product. This not only adds value but also encourages customers to engage further with your brand.
7. Delivering Valuable Content
Utilize your post-purchase emails to provide valuable content that complements the customer's recent acquisition. This could manifest as instructional guides, user manuals, fashion recommendations, or enlightening articles. By extending extra value beyond the product, you fortify the customer's bond with your brand.
8. Encouraging Participation in Loyalty Programs
Upon completing a successful purchase, extend an invitation to your customers to join your loyalty program. Clearly outline the perks they stand to gain, such as exclusive offers, advance access to sales, and rewards. This approach not only nurtures customer retention but also ignites a cycle of repeat purchases.
In the continuously evolving e-commerce industry, the post-purchase experience is a goldmine of untapped potential. By weaving together personalization, upselling, cross-selling, exclusivity, and engagement, you can create a seamless journey that keeps customers coming back for more. Remember, a well-crafted post-purchase experience doesn't just result in an increased average order value– it fosters lasting relationships that drive sustained growth for your Shopify store.