After the Purchase Touchpoints

After a customer completes a purchase, their journey continues. Here are key touchpoints:

  • Order Confirmation Email:

      • Purpose: Confirm the purchase details (items, price, shipping address).
      • Best Practices:
        • Be concise and clear.
        • Include relevant links (tracking, customer support).
  • Shipping and Delivery Updates:

      • Purpose: Keep customers informed about their order status.
      • Channels: Email, SMS, or app notifications.
      • Best Practices:
        • Provide real-time tracking information.
        • Set expectations for delivery time.
  • Product Arrival:

    • Purpose: The moment the package arrives.
    • Opportunity:
      • Include a personalized note or discount code.
      • Encourage social sharing (unboxing photos).

2. Sending Thank-You Messages:

Expressing gratitude is powerful. Consider these channels:

    1. Snail Mail (Physical Thank-You Letter):

      • Impact: Rare and memorable.
      • Best Practices:
        • Use high-quality stationery.
        • Handwrite the message for a personal touch.
        • Mention the specific purchase.
  • Text Message (SMS):

    • Impact: Immediate and convenient.
    • Best Practices:
      • Keep it concise.
      • Include the order number.
  1. Email:

    • Impact: Widely used and effective.
    • Best Practices:
      • Send promptly after delivery.
      • Express genuine appreciation.
      • Include a call-to-action (e.g., review request).

Thank you messages strengthen your customer-business relationship.  Remember, each touchpoint is an opportunity to create a lasting impression. Tailor your thank-you messages to resonate with your audience and leave a positive mark! 

Author: Aubrey