Importance of the Post-purchase CX
Customers expect a frictionless post-purchase experience
Exceptional post-purchase experiences increase customer loyalty
New customer acquisition is 5% to 25% more expensive than retaining existing customers
CX Assessments include
A BRP specialist will shop your site and evaluate the entire purchase experience
A report of our findings and competitive benchmark ratings
A one-hour discussion with a BRP e-commerce expert to review your report, including recommended action steps
Benefits of a CX Assessment
Develop a roadmap leading up to the 2018 holiday season that will improve the post-purchase CX
Revitalize your e-commerce team with new, high-return projects
Increase customer loyalty enabling you to tap digital marketing spend that was historically allocated to customer acquisition to compensate for low repeat purchase rates
Why is post-purchase CX so important?
Retailers that meet or exceed post-purchase CX expectations for checkout and payment options, delivery options and transparent updates, flexible and easy returns, service and customer care create a unique brand experience that customers will “share” with others personally and on social media. Exceptional post-purchase customer experiences also inspire customers to build long-term relationship with brands.
The post-purchase CX is the time between the customer clicking the buy button and the customer receiving and using the product. This is your customers’ most recent experience with your brand and impacts the feelings they share with friends and family.
The cost to acquire a new customer is shown to be 5% to 25% more expensive than retaining an existing customer. However, according to BRP surveys, most retailers have focused on pre-purchase CX initiatives over the past five years, even though studies have shown that an increase of retention by 5% can improve the profit of a retailer by up to 75%.
Meanwhile, Amazon continues to grow and set the gold standard for the e-commerce customer experience and their investment of nearly $23 billion on R&D in 2017 was greater than any other U.S. company. Their pre- and post-purchase experience is what your customer expects.
Now is the time for retailers to improve the post-purchase CX experience, increase loyalty and generate more revenue plus higher profit through a reduction in customer churn. According to a study by Narvar and WBR Digital, “Retailers recognize the value of optimizing the post-purchase experience to not only reduce call center costs and generate incremental revenue, but also to nurture the consumer relationship and build trust for future transactions. In fact, 90% of retailers agree that post-purchase drives revenue.”
Time is running out to impact holiday 2018 revenues and satisfy your customer’s expectations – which are growing every day!
Schedule your Complimentary Post-purchase CX Assessment Today!
ABOUT BRP CONSULTING
We are a comprehensive consulting firm helping many of the most successful retailers and restaurant operators solve their business and technology problems. We focus on three key areas: IT strategy, vendor selection and project implementation.