The Complete Guide to the Ultimate Post-Purchase Experience for Shopify Brands

We've done the research so you don't have to.

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The time between "buy" and "delivered" is a critical part of the customer experience.

A single mistake sends 70-80% of customers running, never to return again. The post-purchase experience is all about creating great first impressions--so we've created the ultimate guide.

Acquiring a new customer is often 20 times more expensive than selling to an existing customer, that's why Shopify brands are investing heavily in the post-purchase experience.

Whether you’re new to the world of post-purchase or are looking for new ways to augment your current strategy, you’ve come to the right place.

Download the ebook today to learn:

  • Why the post-purchase experience actually matters

  • 3 things you need to care about when it comes to post-purchase

  • 10 tips to create the ultimate post-purchase experience

Download the Ultimate Guide

A better post-purchase experience is just a click away!

Acquiring customers and convincing them to buy your products is a significant investment of time and money. However, have you considered what happens after they hit the "buy" button? Do you have a carefully planned post-purchase experience for your customers, or do you relinquish control?

Do you put thought into every transactional email and tracking page, or do you direct them to a shipping carrier's page? What if something goes wrong, and you're not the one in charge of the messaging?

There are many potential issues that can arise with the post-purchase experience, and research shows that 84% of customers will not return after experiencing just one negative shipping encounter.

In case we didn't emphasize it enough earlier, the post-purchase experience is a crucial aspect of the customer journey. In today's highly competitive market, customers are seeking brands that distinguish themselves from the competition.

By prioritizing retention strategies, personalization, and convenience, your brand can stand out and create a positive post-purchase experience for customers.

Let's reiterate: a staggering 84% of consumers will not return after experiencing one negative shipping encounter. It only takes one bad interaction to lose a customer permanently, highlighting the critical importance of focusing on the post-purchase experience for the success of your brand.

So, what exactly is the post-purchase experience? It refers to any communication or interaction with a customer after the checkout process, including emails, personalized tracking pages, product recommendations, customer service tickets, or loyalty and rewards programs. These elements are typically part of a larger retention strategy aimed at keeping customers engaged and satisfied.

Post purchase = customer retention = higher LTV

Often, brands become so engrossed in acquiring new customers and expanding their customer base that they overlook the importance of nurturing their existing customer relationships. However, customer retention and customer acquisition efforts should work hand in hand. While having a large customer base is advantageous, if all customers only make one-time purchases, true brand loyalty cannot be established.

Interestingly, acquiring a new customer can be up to 20 times more expensive than retaining an existing one. This is why we emphasize the significance of retention efforts. While growing your customer base is crucial for sustained business growth, achieving a balance between retention and acquisition strategies proves to be the most cost-effective approach in the long term.

Consider this: The probability of selling to an existing customer ranges between 60% and 70%, whereas the likelihood of selling to a new customer is only between 5% and 20%. If you were faced with the choice, the answer would be quite evident. Focusing on existing customers not only presents higher chances of successful conversions but also allows for nurturing and strengthening the relationship you've already established.

The primary reason for prioritizing post-purchase efforts in customer retention is the ability to build a robust and lasting bond with your customers. By creating a solid foundation through exceptional post-purchase experiences, customers transform into loyal brand advocates. As customers become advocates, their lifetime value increases exponentially. It's all interconnected within the realm of the post-purchase experience.

When you invest in cultivating strong customer relationships, you foster loyalty, advocacy, and repeat business. Satisfied customers are more likely to recommend your brand to others, becoming a powerful marketing force in themselves. Not only does this result in increased customer lifetime value, but it also contributes to positive brand reputation and long-term business sustainability.

At Malomo, we understand the importance of striking a balance between customer retention and acquisition efforts. Our platform is designed to help you create exceptional post-purchase experiences that foster customer loyalty and turn satisfied buyers into devoted brand advocates. By prioritizing customer retention and investing in the post-purchase journey, you can unlock the full potential of your existing customer base and drive sustainable growth for your business.

Control the post-purchase experience with the leaders in the space

Reading about post-purchase strategy is the first step, but implementation is the next one. Take that step with us and chat with our experts now!