How come no one is talking about this?

You might remember a few weeks ago...I went deep on the Post Purchase Customer Journey.

I audited three accounts for brands ranging from $20k/mo to $200k/mo and here's what I found:

1. If your customer gets asked for a review before they get your product....this is a big BIG problem. Cut it out.
2. If you have a loyalty program and haven't integrated it in an intentional way, chances are good that your customers are too overwhelmed or confused to feel loyal
3. Your upsells and cross sells hit too soon, making your customers lose trust in you before they even get the product

In short y'all need help.

Honestly, it's not your fault. Most ecommerce training is about getting sales. Which, duh.

Cash is king and all that jazz.

But with the cost of acquisition at an all time high (this is universal, you're not alone) most of your profit is inevitably made on your repeat purchases.

So to build a thriving, sustainable brand, you have to nail the Post Purchase Customer Journey.

I.e. everything that happens after they place their first order.

When you get this part of the journey ironed out, it'll reduce your number of support tickets, improve your customer sentiment, get you more positive reviews aaaand increase your 30 day LTV.

If you have people buying stuff from your store, it's a no-brainer to get this dialed in.

I did a training for EEL members in March about the Post Purchase Customer Journey and the 5 phases every customer needs to go through after they make their first order.

If you're not in EEL (sad face) - here's the TLDR;

The second your customer hits "Place Order" they get hit with a flash of buyers remorse. (It's not your fault but you'll do well to acknowledge that it's happening.)

Your job is to soothe the remorse and rebuild trust so they have a phenomenal customer experience.

Good experience = trust

Trust = buy again

Architect your Post Purchase Journey to make sure the right things happen at the right time, in the right sequence.

Your customer can only do one thing at a time, so getting the sequence right is key.

Oh, and you can't possibly do it in one "Post Purchase Flow".

More about this soon.

Peace, love and prosperity,

Nichelle

P.S. Joining EEL is like getting the key to the treasure chest — you get all the past training (including the Post Purchase Customer Journey Training) and allll the cool new stuff too. Next month, I'm gonna show you how to grow your list with quizzes.

If you think doing this alone is tough, come hang with us. [Click here to join EEL.]

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