Did you know that the chances of you doing business with a shopper is close to 4x more during the holiday season than on regular days?
That means, the holidays are the perfect time for you to make a strong impact on prospective customers and increase sales. But think about this, what if you could do more than just finishing a sale? What if you could improve your retention rates and turn a one-time holiday shopper into a lifetime customer?
Running an online business, you must already be aware of the impact of retention on your profit margins but let me reiterate the fact that increasing retention rates by just 5% can increase your profits by 25-95%.
One of the best ways to retain your customers is to offer them a great customer experience. This can ensure they will be coming back as regular customers, even after holiday sales. However, it is not as easy as it looks. This is because your CX efforts are often hindered by the existing post-purchase gap. And can turn out worse during busy times like the holiday season.
Post-purchase CX Challenges That Can Deter Holiday Shoppers
The control of customer experiences is strong with you until you direct all efforts to make your customers hit ‘buy’. But what happens beyond the buy button?
All of this can lead to severe issues for your business in the form of:
- 10% of all parcels shipped are either delayed, lost, or damaged
- Customers blame and penalize the brand they shop from and NOT the shipping carriers for delivery failures
- 1-in-3 consumers will switch to a competitor after just ONE bad post-purchase experience with a brand
- > 40% of all customer support tickets created are either shipping, delivery, or returns related.
Taking measures to close this post-purchase CX gap will ensure a positive impact on your customers’ lifetime value and the retention rate of your business. Here are the following ways you can adopt to improve your post-purchase CX and turn a one-time holiday shopper into a lifetime customer.