Getting that customer took some serious effort and time didn’t it.
Probably best not to disappoint them. This stage of the customer journey is all about confirming to the customer that they made the right decision.
Have you ever bought something, and even though you spent AGES deliberating and researching, once you actually spent the money you felt creeping doubt enter your soul? Also known as buyer’s remorse, this is where the customer starts to wonder if they really did make the right choice.
Here is where you want to alleviate your new customers worries, providing them with all the reassurance they need.
This starts from having an order confirmation email whizz straight to their inbox after the purchase, and carries on through the delivery process.
Providing shipping updates is a great way to keep customers minds at rest while their order is enroute.
And it doesn’t stop there. A few days after the customer receives the item it’s always good to drop them another email to confirm everything arrived ok and they are happy with their purchase. This is a really proactive way to head off any possible issues and the customer with appreciate your dedication to amazing service.
Joe ordered from you, but having never bought from you before starts to wonder if your actually a massive bedsheet scam artist!
Thankfully he then see’s a receipt email in his inbox confirming all his purchase and delivery address details, alongside your contact details if he needs to get in touch about anything.
He then receives email updates showing that the delivery company now has his order and a way to track it’s progress.
Joe feels relieved.
Joe unexpectedly goes out of town and the delivery driver drops his parcel to a neighbour. Joe has other things on his mind when he returns and he forgets about his parcel.
Your email asking if everything arrived ok turns up soon after, and Joe remembers he should have received his order by now. He hits reply to let you know he doesn’t have his package yet.
You then double check with the delivery driver to confirm where it was left, and pass the information on to Joe.
Joe is thankful for your help, and is pleasantly surprised by the handwritten thankyou note he finds in his package. The sheets are perfect and that night Joe sleeps really well.