Monthly Archives: September 2017

Great Post-Purchase Communication Is Essential

With more choice and decreasing loyalty, it seems that post purchase communication is the area that is still not saturated

Retailing: From A to Z

Post-purchase communication is a key to continued customer patronage as well as to long-term brand loyalty. Poor follow-up can be quite detrimental to customer relationships. So, how can we do better?

Alexandra Sheehan, writing for Shopify, offers several observations and tips to enhance post-purchase communication:

“Post-purchase communication is an essential facet of any marketing and customer retention strategy. 50% of consumers feel buyer’s remorse after a purchase; so this is your opportunity to help rationalize the purchase and ease their worries. Focusing on and building relationships with your existing customers is a cost-effective way to boost sales. Acquiring new customers costs five times as much as it costs to retain existing customers. A new customer is 5%–20% likely to make a purchase, while existing customers are 60%–70%. Increasing customer retention rates by 5% leads to an increase in profits of at least 25%.”

“Effective post-purchase communications contribute to higher…

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