Because ‘We value our customer’ is not a mere tagline for Amazon, they mean it! And it’s all part of their business game. The CX, i.e., Customer experience, is one of the primary factors in their business and defines their future sales.

At the beginning of the e-commerce era, there was an experience gap that most ERP platforms struggled to provide for their customers. The communication gap between making a purchase and receiving it. Amazon bridges that gap. From clicking on the ‘Buy’ button to delivering the actual product to your doorstep, Amazon takes care of the customer by sending them notifications about the products’ whereabouts, the product details and user manual, and many more. Not to mention it’s super easy and has a free return and refund policy. All these are included in a post-purchase experience.

The COVID-19 crisis has accelerated the transition of every kind of business, especially SMEs. And the print industry is also not far behind. It’s high time to understand the consumer needs and the future potential customers. The next-gen people-the students who’re already so accustomed to the technology will be the potential customers soon. So, a revolutionary change in the business model is the need of the hour.

To maintain a brand value and retain the Existing Customers, a post-purchase experience is a must-have plan for every business. The print industry can achieve it by having a dynamic interactive interface, order tracking, notification, and last but not least, brilliant customer support.

Why Post Purchase Experience Will Define the Future:

Post-purchase experience helps a brand to build a long-term relationship with the customers. There’s an experience gap between the purchase and delivery of the actual product in most cases. If an organization can mend that gap and improve the customer experience through the entire selling cycle, it is more likely to retain that customer.>

With the advancement of technology and everything being online, customers of the printing industry anticipate a quick response, real-time order status updates, order processing through dozens of sales channels, and a real web-to-print solution. And getting a real-time view of the order, i.e., tracking the order’s progress from a cloud portal or automatic email or text notification, etc., really increases the trust factor between a consumer and a brand.

Some of the most impactful reasons to invest in post-purchase experience could be:

1. It Helps to Retain the Existing Customers: According to studies, the cost of acquiring a new customer has increased by nearly 60% in the last five years. According to the acclaimed Marketing Metrics textbook, existing customers are 60-70 percent more likely to make a repeat purchase, whereas new customers are 5-20 percent more likely to make their first purchase. According to another study, a customer’s fifth purchase is 40% larger than the first, and repeat customers spend 67% more with a brand in months 31-36 than in months zero-to-six. As a result, it is always preferable to keep existing customers rather than acquire new ones.

2. It improves Customer Satisfaction: A thank you email after making a purchase or a customer executive call after a few days of product delivery makes the consumer think that the organization is value inclined. They take care of their consumers and are eager to retain them. It improves customer satisfaction and builds trust. Consequently enhances the customer retention rate. Another way to enhance the post-purchase experience is by keeping your customer updated about their purchase. According to a study, 74% of customers have a higher chance of repetitive purchasing from a brand that updates them on Estimated Delivery Dates.

In the End:

COVID-19 pandemic brought some major changes in the print industry landscape, and by 2030, it’ll see some massive changes. The advancement of technology has raised customers’ expectations. It’s essential to make a connection with the consumers to retain them. With e-commerce, it’s challenging to make a lasting impression on the customers, and that’s why brands need to invest in post-purchase experience schemes. Ask Us How!

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