Post-purchase evaluation:
How to win customers for life
If your brand is keen to win life-long customers, the first 100 days are vital. Here are three major tips to help brands win in the post-purchase battleground.
In an era where consumers are blessed with more choices than they know what to do with, we can be sure of one thing: people really want to buy the right stuff.
Despite all their efforts, even the most informed customers make mistakes sometimes. When they end up buying the wrong stuff, the wheels inevitably start spinning… “Am I happy with this?… Should I get a refund?…”
Sure, brands can help customers by making returns & exchanges easy, but shouldn’t they do more?
If you trust customer experience super-experts like Joey Coleman, the answer is a resounding yes. Joey says it’s in this vital post-purchase evaluation stage where life-long customers are won and lost.
The prospect of customers for life is pretty sweet, but thinking about the post-purchase experience follows for another big reason: the success rate when selling to a customer you already have is 60-70%. For new customers? Just 5-20%.
When you consider that along with the rising cost of acquisition, it just makes sense to focus much more on customers after the buy button. In other words, even if all you care about is the cold-hearted bottom-line for your business, it pays to optimize the post-purchase experience for your customers.
If you’re enticed, let’s get down to it. We’ll start with a brief primer on the concept of post-purchase evaluation. Then we’re going to show you three ways to master it and win those life-long customers your brand deserves.
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You can do many things besides advertising to market your consulting services. In fact, advertising is usually the last promotional method consultants use, because it is expensive and too diffuse to reach their target markets. Instead, consultants usually rely on ``expertise marketing,`` which is done in a hidden marketplace that places great emphasis on trust and relationships. Advertising on the other hand is really all about creating brand identification and is therefore usually confined to products where trust and relationships are not as commonly required.
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It can be overwhelming when you are looking to make a big decision about the future of your company. Whether it is deciding on a new marketing budget, to hire new staff, or if it is time to sell, it is always helpful to have a fresh pair of trained eyes on the situation! At HADISS Group, our proven results, and experience with the local market allows us to help you to sort through the distractions, and make the best decision to take your business to the next level.
