What is DTC? Why Do You Need to Look into it?
DTC has been making ripples in the ecommerce world owing to the fact that it has enabled brands to have direct access to their customers and cater to their specific needs head-on, rather than dealing through monopolized third parties.
Traditionally successful brands who have tried their hands at DTC have now found themselves their most profitable revenue churning method in DTC. Whether big or small, a renowned brand or a new one venturing into the world of ecommerce, DTC has given a place to all to shine.
But with increasing opportunities comes increased competition. Major brands like Nike and Dollar Shave Club have witnessed humongous success in a single channel since they’ve stepped into DTC, turning all heads towards this mode of business.
And one often overlooked competitive advantage you can have over the millions of other brands in DTC is to focus on your post-purchase phase.
Why Focus on Post-purchase?
You might have asked yourself this question while looking at the topic of this article. Why focus on something that I have no control over and left to the care of the shipping carrier?
That’s exactly why you should focus on your post-purchase.
The order peacefully making its way from the warehouse to the customer’s doorstep is only 50% of the total order experience.
The other (better) half consists of customer experience and revenue opportunities with shipping, tracking, delivery, returns, reviews, and more.
However, the truth is that when DTC brands leave out tending their post-purchase, it results in a big CX gap that strains your customer relationship and also puts a dent in your wallet.
The Big Post-purchase Gap That DTC Brands Face
Having a lack of control over your post-purchase works when the order reaches your customers on time. But what happens when the order is facing an issue and you are unable to notify the customer of it?
Let’s start with the first and foremost challenge. When you have no real-time visibility over parcels in transit, you are put in a situation where you are unable to reach out to your customers and better handle the situation.
This brings us to the next challenge. It is YOU who should be informing the customer about issues in the delivery and not the other way around. However, without said visibility, you cannot resolve