Once a customer has completed a transaction with you, that is not the end of the conversation or relationship between you. As a business owner, you need to make sure that you are following up on customer purchases in exactly the right way. Doing so will hopefully lead to a positive brand association on their part and even the potential for a repeat purchase. Here are some of the things you should do when following up on customer purchases.
Get the Important Stuff Out the Way First
There are several important items that you need to send on to a customer-first before you can start with other pieces of promotional material. Important communications like payment confirmation and tracking information should all be sent out as soon as possible. Make sure that the customer has these so they are able to reach out to you if they have a problem.
From here, you can begin to work out what your next moves might be. If your goal is to try to secure a repeat buy, there are going to be some crucial directions to strike out in.
Have the Right Tools on Hand First
First and foremost, you need to make sure that you have the right tools on hand to be able to follow up on a purchase. Just trying to keep everything straight as you go and reaching out to the customer with no plan is not going to cut it.
Having a transactional email service on your side is going to be incredibly beneficial here. You can use it to monitor the emails between you and the customer, while also ensuring that they are receiving the above-mentioned important communications. You can even use this tool to schedule in further communications when the time comes to send them out. Timing and organization are key here, and you need to make sure that you have the tools on hand that will let you follow up on them properly.
Consider the Content You Want to Send Out
When trying to secure a second round of purchasing, you need to make sure that you are approaching the task in just the right manner. By rushing forward and immediately throwing new products at the consumer, they are likely to either just ignore you, or worse unsubscribe from the newsletter. Therefore, it is important that you build a connection first before you begin to push for a new sale.
With this, you need to make sure that you are considering important factors like the tone of voice and presentation. Ultimately, you want any communications here to be warm and welcoming. They should speak to the customer in a way that makes them feel included and valued. This is more likely to generate positive brand recognition for your company, and it means that they could be inclined to think of you when they want to purchase products like the ones you have in stock.
Ask for a Review
Once you know that the customer has received the products and that they have had a chance to use them, this is the perfect time to ask the customer to give you a review. Reviews are crucial for your business. Not only do they give you engagement with the customers, but they can also help to influence further purchases from new ones.
Many people will not leave a review unless they are asked to by a company. A quick reminder might be all the encouragement they need to hop online and fill out a review for you.
Send Them an Offer
Once you are ready to begin to work towards that returning purchase, you should get ready to send out some communications that could help them along. For example, you should start by sending them some mailers that detail new launches and products that you think the customer will like to help pique their interest.
After this, you could put together a bundle or a special offer to give to them. You might even want to throw in a small incentive like a 10% off code. These could be the last steps in securing that second purchase and turning a one-time customer into a loyal returning one.
Running a successful business means that you have to look beyond the numbers and what is being done to convert inquiries into sales. More often than not, you have to be prepared to offer some sort of human element to your sales technique, especially when trying to secure that elusive second sale. By spending time building a relationship with the customer and preparing items that you know they will like, you will hopefully be able to get them to come back and buy from you once more. Who knows, this could be a tactic that leads you to getting one of your most loyal customers ever!