extraordinary cx: turn first-time buyers into loyal customers
Post on 21-Mar-2017
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Extraordinary CX:
Today’sGuest:
Tommy Walker
Editor-in-Chief of the Shopify Plus Blog
Webinars
#UTwebinar
Turn first-time buyers into loyal customers
Buyer≠Customer
SoHowDoWeStartIncreasingRepeatPurchases
Immediately?
“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”
MikeGayleAuthorofHisN’Hers
Filling“TheGap”
ThankYouPage
TheOrderConfirmation&ShippingConfirmationEmail
“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”
MikeGayleAuthorofHisN’Hers
“Purchasingsomethingandreceivingareceiptisanage-oldinteraction.It’sbecomeahabitualthingthatwedon’teventhinkabout.Whensomeonebuyssomethingonline,theystillexpecttoreceiveareceipt.”
Post-ShippingSequence
1DayAfter
1DayAfter1DayAfter
2DaysAfter
4DaysAfter
5DaysAfter
DayAfterProductArrives
Email#1:WereceivedyourHomeTry-Onorderno.101767816
Email#2:Rightontrack
Email#3:954questionslater
Email#4:Touchdown
Email#5:Signed,sealed,delivered
Email#6:Firstimpressionsandsecondopinions
Email#7:Thatwasfast
Email#8:Helpisontheway
Email#9:Nicejob
TheUnboxingExperience
PackagingMattersaGreatDeal
• Firstphysicalinteractionwithyourbrand• Tactileinteractionsincreasesenseofownership• 52%ofconsumersarelikelytomakerepeatpurchasesfromretailerswithunique
packaging• 40%ofpeoplewouldsharetosocialmediaifpackagingwasunique
bond.co
ThankYou
Questions?
CheckouttheShopifyPlusBlogatshopify.com/enterprise
QuestionsaboutUserTesting?Emailadam@usertesting.com
#UTwebinar
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