Extraordinary CX: Turn first-time buyers into loyal customers

Extraordinary CX:

Today’sGuest:

Tommy Walker

Editor-in-Chief of the Shopify Plus Blog

Webinars

#UTwebinar

Turn first-time buyers into loyal customers

Buyer≠Customer

SoHowDoWeStartIncreasingRepeatPurchases

Immediately?

“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”

MikeGayleAuthorofHisN’Hers

Filling“TheGap”

bit.ly/1Zt5VLz

ThankYouPage

TheOrderConfirmation&ShippingConfirmationEmail

“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”

MikeGayleAuthorofHisN’Hers

“Purchasingsomethingandreceivingareceiptisanage-oldinteraction.It’sbecomeahabitualthingthatwedon’teventhinkabout.Whensomeonebuyssomethingonline,theystillexpecttoreceiveareceipt.”

Post-ShippingSequence

1DayAfter

1DayAfter1DayAfter

2DaysAfter

4DaysAfter

5DaysAfter

DayAfterProductArrives

Email#1:WereceivedyourHomeTry-Onorderno.101767816

Email#2:Rightontrack

Email#3:954questionslater

Email#4:Touchdown

Email#5:Signed,sealed,delivered

Email#6:Firstimpressionsandsecondopinions

Email#7:Thatwasfast

Email#8:Helpisontheway

Email#9:Nicejob

TheUnboxingExperience

PackagingMattersaGreatDeal

• Firstphysicalinteractionwithyourbrand• Tactileinteractionsincreasesenseofownership• 52%ofconsumersarelikelytomakerepeatpurchasesfromretailerswithunique

packaging• 40%ofpeoplewouldsharetosocialmediaifpackagingwasunique

bond.co

ThankYou

Questions?

CheckouttheShopifyPlusBlogatshopify.com/enterprise

QuestionsaboutUserTesting?Emailadam@usertesting.com

#UTwebinar

Extraordinary CX: Turn first-time buyers into loyal customers

Marketing

Transcript of Extraordinary CX: Turn first-time buyers into loyal customers

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LOYAL BRAND FANS

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Reputation Loyal by Market Loyal

LOYAL LEGACY