What happens after a sale is as important as the sale itself. If you neglect customer behavior after the purchase, you risk limiting the long-term success of your business. Here are the factors you should always keep in mind:
Retention is more important than acquisition
It’s much more cost-effective to maintain telegram data a long-term relationship with a customer than to constantly try to acquire new ones. According to Harvard Business Review, it costs 5 times less to retain a customer than to attract a new one .
Positive post-purchase experiences, such as effective communication and good customer service, build loyalty and encourage repeat purchases. In fact, 93% of consumers say the quality of a company’s customer service influences their overall image of it . And positive customer perceptions of your business translate into higher profitability.
Bad experiences drive customers away
Poor post-purchase experiences can cause your customers to abandon you. According to Accenture, nearly 50% of customers switch providers after a bad experience .
Issues like delivery delays or ineffective this makes it all sound the same communication lead to dissatisfaction and cause customers to stop buying from you. Negative experiences not only result in lost revenue, but can also damage your brand’s reputation due to poor customer reviews.
The real cost of returns
Returns are an inevitable part of business sale lead e-commerce, but a seamless returns process can reduce their negative impact. In fact, 33% of shoppers say unclear return instructions add to their frustration.
Many sellers believe that making it easy for buyers to return products can be counterproductive. However, it can also be a way to encourage purchases and build trust.
A complex returns process will make customers think twice before making a repeat purchase, which will impact your profits. The secret to success? Finding the balance between simplicity and profitability.
- Return Experience : A clear and simple return process reduces buyer’s remorse and increases customer satisfaction.
- : After receiving a product, customers often compare it with competing products, read reviews, and try it out in various situations. This helps them decide whether to keep the product, exchange it, or return it. To learn more about the unboxing experience and how to get the most out of it, check out this article .