Your job isn’t over once a shipment leaves your warehouse. Things can go wrong in the delivery process, from delay shipping to inventory damag in transit. Customers rarely blame the courier. Your brand will bear the brunt of their dissatisfactory shipping experience.
Richard O’Connor, director of First
Mats, agrees that you ne to get the basics right when mexico phone number list improving customer retention: “Was the order dispatch quickly? Is it well packag? Do you give your customers a tracking number? Some of the most important parts of the user journey happen after they have paid for their order, and getting these wrong will ruin any chance of them ever coming back to you.
“To see if you’re getting this right, schule an automat follow-up email a few days after delivery that asks the customer about their shopping experience with you. This should just be a simple email from an individual, rather than a generic [email protected], with no offers or pictures.
responses can be a game changer for your business that ultimately lead to better retention, more reviews, and more revenue.”
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“The point of automating an email like this,” Richard says, “is that the customer either has a great experience and you’re building a positive relationship with them that can result in more orders, or, if they’ve had a poor experience, you’re opening the door for them to speak to you so it can be resolv before they have to complain using your website’s contact form or, worse still, leave a negative review.”
The timing of these emails is crucial
The last thing you want to do is check in with customers which is even more prevalent among before their first purchase has been deliver.
Use a tool like Wonderment to solve this be numbers problem. It’ll pool customer data (including delivery times) and time your automat email campaigns. Customers will only receive post-delivery check-ins once their parcel has been deliver.