5 Customer Touch Points That Will Boost Your Repurchase Rate
Retail brands spend considerable time and effort optimizing customer touch points before and during the purchase. But what happens then? For many retailers, the line of communication disappears completely. Customers are often contacted by third-party companies that they've never heard of, or worse -- they're left in radio silence.
At parcelLab, we believe these companies are wasting an opportunity. A positive experience post-purchase can turn a one-off buy into a long-term customer. From "Add to basket" to "on their doorstep," here are parcelLab's top 5 customer touchpoints retailers should use to make a lasting impression.
1. Order Confirmation
A personal and branded order confirmation is important. Customers are likely to refer back to this email, so make sure it's clear what they've bought and who they bought it from. Use this email to set clear, specific expectations for delivery as well as a link to your FAQs. This will reduce the amount of calls your customer service team will receive.
2. Tracking Information
People want to know when their purchase is going to arrive -- share this information as soon as possible. parcelLab recommends using a Track and Trace page that provides instant access to the live status and location of their order.
3. Returns Communication
Keep customers updated with the progress of their return order to reduce customer enquiries. Sending a returns acknowledgment and a returns success notification will keep the customer relaxed throughout this otherwise stressful process. This is a great way to go above and beyond expectations and increase your repurchase rate.
4. Feedback Request
The product was delivered without a hitch -- hooray! Why not ask for your customers' feedback? Adding a simple rating poll to your delivery notice will give customers the opportunity to give feedback quickly and conveniently. The results can be used to calculate a NPS (Net Promoter Score) that gives great insight into your performance.
5. Follow-Up Offer
To encourage the customer to make another purchase, consider sending them an incentive. This could be a discount, a free trial of a different product, or a "refer a friend" benefit. This gives customers an extra nudge to come back to your company rather than trying a competitor.
Results
Our clients report a 90% repurchase rate and a 55% increase in customer satisfaction.
Aim to make every interaction with your customer pre-delivery delightful. Look for opportunities to keep in touch across every digital touch point. Include useful information and link back to your FAQ pages to increase traffic to your site and reduce your customer service calls.
Ready to transform your post-purchase experience?
See how parcelLab can help you turn every delivery and return into a loyalty-building moment.