How to Create an Impactful Post Purchase Experience with an Ideal Delivery Management Software?
From waiting for days to receive an online order to getting deliveries at the doorstep, technology has numerously helped in delivering an undeniable online shopping experience. Thanks to the blend of innovation and properly curated data, customers can now expect their deliveries the very next day. If we talk about F&B enterprises, the delivery associates visit your doorstep mostly within 30 minutes or so. While having a delightful purchase experience is essential, do you know what makes the customers visit and shop again with you? A reliable and feature-rich delivery management software enabling an impactful post-purchase experience is the key.
What do you mean by post-purchase experience?
The post-purchase experience in online shopping refers to the interactions and processes that occur after a customer has completed a purchase on an e-commerce platform. It encompasses everything from order confirmation to delivery, product usage, and ongoing customer support. This phase is crucial for fostering customer satisfaction, loyalty, and repeat business.
Why is post-purchase experience essential for customer retention?
– The probability of selling to an existing customer is 60-70%, while the probability of selling to a new prospect is only 5% to 20%.
– 24% of your total sales can be affected if you offer slower deliveries for any of your products. Consumers are most likely to switch to competitors with a shorter delivery time.
– It only takes 11 minutes for Gen Z and millennials to get frustrated while waiting to connect with a customer executive for their doubts. They prefer talking to a chatbot for quicker response.
While these statistics are enough to understand the need for timely and seamless deliveries, making it possible for every customer of yours can be a daunting task. Investing in the right tech-stack, the right logistics management software, the most suitable logistics delivery partner and many more things need to be considered to make it happen. As many of us are not well-versed with the technicalities of every aspect while managing other major operations and inventory, investing in a full-fledged platform that helps in a smooth transition and delivery experience is all that a retailer needs to figure out.
But before we do that, let’s dive deeper into the mandatory items related to a customer’s purchase experience.
What do the customers go through when they buy from you?
Pre-purchase phase: Journey of a potential customer exploring the website to make a purchase while considering factors such as product availability, delivery time, shipping process, payment options and more.
Purchase phase: Finalizing the purchase and checkout process by the customers by offering their details and making a payment.
Post-purchase phase: Keeping the customers informed about the order status, coordinating package delivery, product returns and collecting data regarding customer satisfaction.
How can retailers and CPG businesses boost customer loyalty and retention using a delivery management software?
Keeping the delivery promise is the first and foremost priority of every retailer. Processing numerous orders at once and keeping track of each one of them can be a cumbersome task. An ideal delivery management software takes away the pain of understanding the order’s real-time status and visibility seamlessly. It also helps in integrating data from multiple sources to provide a full picture of the post purchase customer journey for evaluation and analysis. While data is the real powerhouse for any business, a delivery management software helps you in using it seamlessly. Here’s how CPG businesses and retailers can offer a convincing experience to the customers so that they choose to shop with you again.
Faster deliveries for happier customers: Offering shorter routes and precisely suitable drivers can help you make faster deliveries and keep your customers happy.
Timely updates and real-time order tracking: Staying on track with updates and keeping your customers informed about every important notification related to their deliveries is the ultimate way to let them know that you care.
Leveraging the power of data: Making the most of all the customer and delivery related data to make more informed decisions for prioritizing smoother deliveries and cost efficiency is the key to success.
Customer retention with post purchase branding: Using an ideal delivery management software allows you to make the most of customer feedback, evaluate their post purchase experience, establish loyalty programs, and more.
Check out: Top benefits offered by an ideal Delivery Management Software
Enable memorable post purchase experience with LogiNext’s delivery management software:
86% of customers won’t return to a website after two bad shopping experiences. Hence, it is essential to make the most of the one chance you’ve got and LogiNext makes it happen for you. LogiNext offers expert solutions to smoothen the entire order process right from the supply-chain management, inventory management, order fulfillment, and delivery experience. Having a full-fledged system that works as an ideal logistics management software as well as fulfills your delivery management needs.
LogiNext offers features that allow you to offer convenience throughout the purchase journey of the customers. One can own the post-purchase branding experience by offering a splendid purchase experience for all the major updates like order placement, delivery, payments, reviews, and returns.
Features of LogiNext for an impactful post-purchase experience:
Ability to send delivery updates: LogiNext offers multiple ways including alerts, notifications, and SMS updates to keep your customers informed about their order delivery status with transparency and let your customers feel valued.
End-to-end Visibility: LogiNext’s delivery management system offers the capability to give in-depth information about not just the current orders and deliveries but also all the data from the past as well to make better decisions.
Carrier Integration: Offering multiple carrier integrations via the carrier integration marketplace offered by LogiNext, you can simplify and streamline the end-to-end delivery process including major steps like order fetching, driver allocation, seamless communication, and more.
Real-time Data Access: Having a database that gives insightful information about the customers, their purchase patterns, and preferences helps you offer a personalized experience in many ways. If you use this data wisely, this can not just help in smoother deliveries but also easier retention.
In today’s competitive landscape, creating an impactful post-purchase experience is essential for building brand loyalty and fostering long-term customer relationships. Delivery management software plays a pivotal role in achieving this goal by streamlining operations, enhancing transparency and communication, personalizing the delivery experience, improving efficiency and reliability, and collecting valuable customer feedback.
By leveraging the capabilities of delivery management software, businesses can not only meet but exceed customer expectations, turning each delivery into a memorable and positive experience. In doing so, they can strengthen their brand reputation, drive customer satisfaction, and ultimately, drive sustainable business growth in an increasingly customer-centric marketplace. Wish to get started with LogiNext, our team is there to help you!
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