Post-purchase experience refers to the interactions and services that a customer receives after making a purchase. These can include follow-up communication, customer service, and any additional benefits or perks that a company offers.
A positive post-purchase experience can help to build customer loyalty and satisfaction, as well as encourage repeat business and positive word-of-mouth marketing. Companies can strive to improve the post-purchase experience by offering helpful and timely support, resolving any issues promptly, and finding ways to add value for their customers.
What is value-added service?
Value-added services are additional features or services that are offered to customers in addition to the basic product or service. These services are designed to enhance the customer’s experience and create a more positive overall brand image. They can include things like extended warranties, personalized support, training, and education, or other specialized services.
Value-added post-purchase services can benefit both customers and service providers. Customers may be more likely to choose a company that offers additional features or services, and service providers can use these services as a way to gather enhanced data and analytics that can be used to improve their products and services.
Customers don’t typically become brand advocates overnight – it takes time and a series of positive experiences with a company to get there. To improve the customer experience at every stage, including after the initial purchase, brands can offer value-added services.
These value-added services go beyond the basic product or service, and are designed to enhance the customer’s experience and create a more positive overall brand image. Examples of value-added services include extended warranties, personalized support, training and education, and other specialized services.
Here are the 4 value-added post-purchase services to incorporate for a great success in your business.
While many major merchants have long offered product protection, technology-driven businesses like Extend are opening up similar programs to smaller retailers and manufacturers. I’ve achieved success in recent years.
By providing repair and/or replacement advantages for specific kinds of goods, product warranties assist buyers to get a functional product. Giving clients assurance increases conversion, which increases recurring purchases through replacement purchases and great customer satisfaction.
Product protection is ideal for the seller since it gives them another chance to interact with clients and entices them to visit the website. Customers will return to purchase your products if their issues are resolved.
The fact that Extend’s product protection is free makes it even more attractive because it boosts your net profit without increasing expenses.
While not everyone chooses to purchase a protection plan for every product, if you can’t find customers who desire your product, your money will be wasted and your clients will not receive the kind of service they need.
Customer feedback is crucial if you still want to establish brand credibility. Customers may purchase with confidence thanks to it, especially when doing so online.
Reviews can inform customers that other customers have tried your product and have positive things to say about it. help you make wiser decisions.
In fact, according to research conducted by Trustpilot in 2021 for London Research, the majority of consumers now turn to real customer evaluations and star ratings as their primary information source. According to Trustpilot, 64% of Americans agree that throughout the purchasing process, customer evaluations have a “often” or “very frequently” influencing effect.
And how can you attract consumers to leave reviews? Simply ask! To guarantee that every client receives the invitation at the appropriate moment, a company may incorporate its Trustpilot review invites into the customer experience.
By doing this, you can be sure that you have more evaluations from all of your clients and that they accurately reflect their experiences.
Loyalty programs are an excellent method to reward loyal clients. It also provides the advantage of remaining in the ecosystem and engaging with brands.
Many loyalty programs are free or dependent on frequency, while some function similarly to subscriptions. Many merchants provide their consumers the choice of selecting either one or the other.
To stay in touch with their loyal customers, firms may use email marketing platforms like Klaviyo to give them updates regarding pre-sale access, free shipping, unique discounts, or new product previews.
The key to any loyalty program that improves consumer pleasure while producing value, however, is establishing the proper balance of give and take. Customers in turn submit data. The larger the demand, the bigger the supply.
Customers become irritated when they receive the incorrect product or one that falls short of their expectations. However, if the return procedure is unfriendly to customers or worse, or costs them more, they will be much less inclined to buy again.
To address this issue, brands could provide a straightforward self-service returns process. Include packing and shipping labels, for example, with your items so that buyers may organize their own returns.
If this is not practicable, investigate alternative possibilities. For example, a brand that also has a physical store might encourage customers who purchase online to return to the physical store. Include a statement in your transactional emails informing your consumers that in-store returns are free of charge.
Another possibility is to allow clients to begin the procedure online. Use the QR code on your receipt to access your order immediately and give handy third-party drop-off places (such as lockers). Solutions that allow for hassle-free returns to boost conversions, repeat sales, and customer satisfaction.
Value-added services are a new wave of innovation in customer experience. Retailers may resolve customer discontent from the minute the client begins exploring your product until they are able to continue using it.
Brands that invest in value-added services are better positioned to anticipate consumer expectations, generate sales, and engage brand champions throughout the post-sales journey.