Then maybe using Post-Purchase Technology should be at the top of your list.
Most if not all online retailers work so hard on converting visitors to buy their products, but often times the relationship ends there.
A LinkedIn article written by Colin Shaw Founder and CEO of Beyond Philosophy noted it costs a company 6-7 times more to acquire a new customer than to retain an existing one. As a matter of fact, the probability of selling a product or service to an existing client is in the range of 60-70 percent, while the probability of selling to a new client is only 5-20 percent. Utilizing a post-purchase technology is a very important tool all retailers should use to increase customer loyalty and will help in creating brand advocates.
In today’s fast-paced, on-demand society customers want everything now including their tracking information. When a customer receives an email with tracking info and redirects to the shipping carrier like USPS, UPS or FedEx only to find out that a shipping label has been created and the customer needs to check back later is a less than ideal customer experience.
Often times this message will lead to increased WISMO “Where Is My Order” calls especially in the first 24-48 hours. This can add an additional strain in your call center during peak holiday season.
The ability to communicate to your customers the estimated delivery date the first time they track their package as well as another opportunity for you market your Brand to your customers is a great example of post-purchase technology. This will leave a lasting impression with your customers this holiday and will increase sales at a much lower rate than new customer acquisition costs.
I came across this company WISMOlabs and I thought I would share it with you.
They can replace the traditional tracking pages from your shipping carrier, and have your customers track their order even during those critical first hours when the tracking information is not available. You – the retailer can control the marketing message on a customized tracking page and generate additional revenues from new repeat business that has not been available until now.
Below is a customized tracking page from WISMOlabs. I think you would agree that this stands out and offers customers a much better UX than traditional tracking pages.
If you are interested in learning more, please contact wismolabs.com for more details.