Online shopping is bitterly competitive, and retailers are always looking for new ways to set themselves apart from pack. While many are focused on how to attract customers with the flashiest website and best products, there’s another area that often gets overlooked that could have a big impact on your bottom line—the post-purchase experience
If you consider post-purchase more of an afterthought, consider this—your probability of selling something to an existing customer is estimated to be between 60 and 70 percent; your probability of selling to new customers is just 5 to 20 percent.
Here are three tips for upping your post-purchase game.
Make it Easy for Customers to Track Their Packages
Once your customer has handed over their money, they are going to want to know where the product they paid for is and how soon it will be in their hands. You need to offer easy parcel tracking that is regularly updated, preferably in real time, to keep your customers happy. Whether you use APIs embedded into your website, or use another system, this move will pay off in terms of satisfied customers.
Give Your Customers Solid Delivery Options
When people buy something online, they expect to get their items quickly,¬ and they are increasingly expecting to get free shipping as part of the deal. If you can’t make it universal, consider offering free shipping as part of a promotion or as a loyalty reward. You should also aim to offer expedited delivery options. While many customers will go with the cheaper option anyway, you need to cater to those who are doing last-minute shipping and need something to arrive in time for a birthday or other gift-giving occasion.
Make Returns Easier
Reverse logistics should get all of the same attention that you give to logistics. You need a solid plan for how to address returns and what to do with the goods once they’ve been sent back. After all, 11.3 percent of purchases were returned in 2017, accounting for $380 billion worth of goods. Make the process transparent and efficient, and take advantage of technology to facilitate the process.
This blog post was based off of an article by UPS. Read the full article here.