What is user experience
Everything that happens to a customer when interacting with a brand is an experience. It is not limited to the “Buy” button. It is the entire path from getting to know the product to the moment when the consumer becomes a devoted fan.
User experience covers all
the emotions and impressions that a customer experiences when interacting with a brand. It includes the convenience of buying, quality of service, product design, delivery speed and much more.
The user learned about the product, went to the site, made an order – and that’s it, the goal is achieved? Not really. This is where the post-purchase experience (PPX) begins. And the main task of the company is to make sure that it builds loyalty and leads to repeat orders.
What does post-purchase user experience consist of
There are many components: from an order confirmation oman phone number data email to the work of the support service if something
happened to the product. Let’s briefly review the main ones:
Order notifications. As a rule, these are email newsletters and messages that confirm the order, report successful payment, send the parcel, and thank you for the purchase.
Delivery tracking. Nothing warms the customer’s soul more than the movement of the order on the map. Often, the delivery can only be tracked by the transport services – this slightly complicates the user experience.
After-sales service. How does the brand interact with the client after the transaction is completed? The answer to this question can determine whether the buyer will become a regular.
Unpacking The moment
of unpacking is a kind of ritual. How the brand packages the product, what emotion it creates in the client at the moment of opening – all this forms an impression that will remain in the memory.
Product quality. Of course, this is the main point on the list. If the product is bad, no marketer can save it.
“Sad” letter about the receipt of the order: without design and good text, care for the client disappears
Why is it important to care for the client after the purchase
After the order is placed, the real test for the brand begins: the client important design elements for every website evaluates not only the quality of the product or service, but also the overall experience of interaction. It is easier and cheaper to develop an old client than to attract a new one. Therefore, it is important to interact with the buyer in such a way as to constantly maintain the degree of trust.
Customer loyalty is not only repeat purchases, but also the willingness to loan data recommend the brand to friends. If the consumer turns into a fan, the company receives free advertising with a high level of trust.