Ecommerce Personalization: The Complete Guide for Founders, Merchants, and Marketers
Your ecommerce personalization journey starts here.👇
Learn how to create amazing, memorable post-purchase experiences for your Shopify store and why doing so is good for business.
Let’s be real. A “thanks for shopping with us” post-purchase message is the bare minimum. Sure, it’s nice. But it’s a placeholder message that will fade into memory as soon as the browser closes.
So what can you do to stand out from the crowd and earn repeat customers?
You guessed it: build an amazing post-purchase experience that exceeds customer expectations.
The post-purchase experience is how you engage with your customers after they've bought something from you. This could involve providing order and shipping information, asking for feedback, or displaying product recommendations. Since your customers are fully focused on this stage, creating a positive customer experience helps you stand out and increases the chance of repeat business.
💡 91% of consumers say they are more likely to shop with brands that provide personalized recommendations (Accenture).
Going big with expensive campaigns to get new customers isn't necessary. It's simpler and more cost-effective to keep your existing customer since they already know and appreciate you. No reason to let them go!
For a brief moment in time, you have 100% of your customer’s attention.
We all engage in the online purchasing experience. Think about the last time you were genuinely impressed by a post-purchase experience. Nothing comes to mind? Exactly.
Simply put: An amazing post-purchase experience provides you and your shop with a number of key benefits you and your business can’t afford to ignore.
Let's take a closer look at why your Shopify store needs an amazing post-purchase experience, and how to build one into your customer journey.
We live in an attention economy.
Right now, your competitors are working hard to capture your customer’s attention via email campaigns, paid social media ads, and more.
But something magical happens when your customer completes a purchase at your store.
For a brief moment in time, you have 100% of your customer’s attention. This is a golden opportunity to engage your customer with new products and last-minute promotions seemingly designed just for them, so you can increase sales and boost your AOV (average order value).
💡What about my conversion rate? You’re asking the right questions. One of the best things about a post-purchase offer is you can’t hurt your conversion rate since the offer happens after the initial purchase.
In reality, you have already done the hard work of reeling in your customer in the first place. All the ads, copy, conversions, and credit card details have been entered, and they have chosen you and your product.
By creating a valuable and enticing post-purchase experience for your customers, you validate their purchase decision. This improves customer retention by giving customers a reason to choose your business again and again.
"Fantastic app to boost AOV. After testing some competitors, this is by far the most powerful upsell, cross-sell, and post-purchase app out there."
Whether you let proprietary AI (like what you find with Rebuy) do the work or dial in the promotional details yourself, you have total control over the post-purchase offers you display.
Top brands use the post-purchase opportunity to offer subscription upsells, highlight non-hero products, promote seasonal offers, and more. The possibilities are endless, so get creative!
Your existing customers were already drawn to you because of your knowledge and your product, so use that singular expertise to make them love you through little extras like:
We understand that your customers may not have the disposable income they once did. You might even feel like some of your strategies aren’t keeping up with changes in the market.
The good news? Equipping your shop with a well-engineered post-purchase engine offers you evergreen solutions to reduce many of the costs that have been stressing you out.
You know what’s better than just making a sale? Designing a positive post-purchase experience that builds real customer loyalty.
Having a hassle-free return and exchange policy is like giving customers a big hug without making it weird.
When your customer’s post-purchase experience is positive, it strengthens your brand image and increases the likelihood of repeat purchases. Why not show your customers they’re important by building a thoughtful post-purchase experience that’s all about them? Trust us. You’ll feel good about it. (And your customer will, too.)
Here are just three ways to improve post-purchase behavior, increase customer satisfaction, and earn more repeat customers:
Okay, let's take a moment to talk about returns.
Returns are a huge part of the customer experience and having a clear returns policy makes it an absolute breeze. After all, why worry about the purchase when you can easily send it back if you don't like it? Plus, getting a refund helps too!
A hassle-free return and exchange policy is like giving customers a big hug without making it weird. It shows them that customer satisfaction is your highest priority and gives you an edge compared to other businesses. Who doesn't love satisfied customers?
When customers know they can count on a reliable and convenient system, it boosts their confidence and makes them far more likely to make you their virtual bff and bookmark your site as a favorite place to shop.
💡 PRO TIP: Provide a return postage sticker along with the paperwork included with the order to show your customer how simple a return is.
Dead stock isn't just a cool buzzword (or a true crime podcast about a murder at Woodstock). It refers to inventory that doesn't sell, and it's bad for your wallet. Dead stock can occur for many reasons; such as outdated items, limited variety, or customers simply finding better alternatives elsewhere.
Holding onto merchandise in the hopes that it will sell someday is a guaranteed losing strategy. (Large retailers know this, which is why they have clearance and liquidation functions.)
Dead stock hurts because of the initial investment but can double or triple when you consider the cost of carrying it on your shelves. (Not to mention the more desirable items that could be occupying that space). Knowing when to cut your losses and clear it out is a tough-but-critical skill to develop.
Once you have made the choice to clear through your slow products, you will have to find an outlet to get rid of them quickly. Offering targeted upsells and cross-sells after purchase can help move slow-moving products out of your inventory.
So, go ahead and declutter your online store. Marie Kondo would be proud!!
Don't let the customer relationship end at checkout. Instead, improve the post-purchase experience and build a relationship that lasts. Rebuy's post-purchase solution makes it possible for you to capture buyer intent, boost AOV, decrease ad spend, sell leftover inventory, and build true customer loyalty.
And the best part? It's available on all Rebuy payment plans.
With the launch of two amazing new features (A/B Tests and Flows), Rebuy Post Purchase is ready to help your business grow faster than ever.
Want to see if Rebuy can supercharge your ecommerce merchandising strategy (and your bottom line)? Try Rebuy free for 21 days.
Interested in partnering with Rebuy? Let's do it.
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Rebuy was founded on the idea that your best customer is your existing customer.
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