Have you ever stopped to think about where your relationship with your customers ends? If you haven’t that’s fine, because it’s kind of a trick question! When you stop and consider the complete customer journey, it becomes obvious that your brand is constantly in contact with each of your customers at every stage of their journey. From their initial site visit through to the final purchase (and beyond), you’re in a dialogue with your customers that creates a reputation for your store and your overall customer experience.
So why, then, do so many brands stop the conversation once the “purchase” button has been pushed? Yes, it’s common knowledge that customers become increasingly more likely to buy from you again the more they shop with you, but that doesn’t mean you can just ignore them! While you might think you no longer need to market to customers once they’ve made the first purchase, the truth is that to turn these shoppers into repeat purchasers, you’re going to need to give them a little TLC.
Engage Your Customers By Saying Thank You
This first example is an obvious one, but important nonetheless. There’s a reason your parents teach you to say “please” and “thank you” – not only is it polite, but it’s also a great way to show your respect and appreciation for the actions another individual has performed.
The truth is, your parents’ advice is just as relevant today as it was back then. While ecommerce is all about optimization and automation, at the end of the day building customer relationships comes down to connecting with people. Politeness is one of the most effective ways to do just that and as a result, a sincere thank you is a key part of establishing not only trust, but also a desire to return to a personable shopping experience.