"Personalized and fluid communications to create a positive dynamic with the client

"Personalized and fluid communications to create a positive dynamic with the client
parcelLab
parcelLab
Sat, 02/26/2022
Share:

On the eve of the opening of the 2022 winter sales in France, Guillaume Truchet, our Southern Europe Sales Director, was interviewed by Thomas Hugues on the B SMART channel.He explains how a solution such as parcelLab can help e-retailers get closer to their customers and create lasting relationships.

B SMART is a media dedicated to the economy and finance. It gives a voice to entrepreneurs and highlights the creation of economic, societal and environmental value by companies.

Check out the full interview below.[et_pb_text content_phone="

Communication: key to a successful post-purchase experience

For the consumer, delivery can sometimes be a bit of an anxiety-inducing moment. It is therefore necessary for the e-retailer to be able to reassure them and accompany them throughout this stage. It is a stake for the long term loyalty but also for the short term satisfaction.

We discovered during a recent consumer study, conducted in collaboration with YouGov, that in 2021, 21% of consumers left a negative review to an e-retailer following a bad delivery experience. To avoid this kind of consequences and anticipate customer expectations, it is necessary to maintain regular contact during the post-purchase phase but also to communicate proactively during each event of the operational phase.

Untimely events such as a delivery delay for example, can sometimes seem out of the e-tailer's control. However, it is important for the latter to keep the hand on the communication and show his customer that he has a perfect control of the situation. Whether the delivery goes as planned or not, communication at each step (shipping, delivery in progress, potential delay,...) contributes greatly to the success or failure of a post-purchase experience. We learn through our consumer research that 42% of customers want to be notified immediately in case of order delay and 47% of customers want to receive regular notifications on the status of their order. So they want communication and transparency!

Finally, if the post-purchase experience is negative for the customer, it is possible to transform it into a positive experience. For example, the e-retailer can use the delivery notification to apologize for the delay by offering the customer a discount coupon for their next purchase. The interest is double, since the customer feels considered by the brand and the e-merchant increases his chances to see this same customer recommending on his site.

Let's not forget that a single negative delivery experience can have serious consequences for an e-retailer - in 2021, 36% of customers who had a negative delivery experience said they would not recommend the same e-retailer - the post-purchase experience is therefore a major issue for the years to come.

If post-purchase experience is a priority for you in the coming months, and you'd like to learn more, contact us now." content_last_edited="off|desktop" _builder_version="4.13.0" _module_preset="default" header_2_font_size="27px" header_2_font_size_tablet="27px" header_2_font_size_phone="19px" header_2_font_size_last_edited="on|phone" global_colors_info="{}" theme_builder_area="post_content"]

Communication: the key to the success of post-purchase experience

 

For the consumer, delivery can sometimes be a bit of an anxious moment. It is therefore necessary that the e-retailer can reassure them and accompany them throughout this stage. It is a stake for the loyalty on the long term but also for the satisfaction on the shorter term.

We discovered during a recent consumer study, conducted in collaboration with YouGov that in 2021, 21% of consumers left a negative review to an e-retailer following a bad delivery experience. To avoid this kind of consequences and anticipate customer expectations, it is necessary to maintain regular contact during the post-purchase phase but also to communicate proactively during each event of the operational phase.

Untimely events such as a delivery delay for example, can sometimes seem out of the e-tailer's control. However, it is important for the latter to keep the hand on the communication and show his customer that he has a perfect control of the situation. Whether the delivery goes as planned or not, communication at each step (shipping, delivery in progress, potential delay,...) contributes greatly to the success or failure of a post-purchase experience. We learn through our consumer research that 42% of customers want to be notified immediately in case of order delay and 47% of customers want to receive regular notifications on the status of their order. So they want communication and transparency!

Finally, if the post-purchase experience is negative for the customer, it is possible to transform it into a positive experience. For example, the e-retailer can use the delivery notification to apologize for the delay by offering the customer a discount coupon for their next purchase. The interest is double, since the customer feels considered by the brand and the e-merchant increases his chances to see this same customer recommending on his site.

Let's not forget that a single negative delivery experience can have serious consequences for an e-retailer - in 2021, 36% of customers who had a negative delivery experience said they would not recommend the same e-retailer - the post-purchase experience is therefore a major issue for the years to come.

If post-purchase experience is on your radar for the next few months, and you want to learn more, contact us now.

Written by

parcelLab

parcelLab

Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.

More from the category Research