Stay Connected With Post Purchase Emails - TJ Mapes

In a recent post on Mangrove Digital, company founder TJ Mapes espoused the importance of not just sending automated post-purchase emails to your customers, but re-engaging them all over again, educating, exciting and delighting consumers into returning time and again. 

As Pitstop listeners know, post-purchase email flows aren't just the digital equivalent of "thank you, come again", but actively and reliably increase an e-commerce store's referrals, reduce product returns and increase supportive reviews and positive reputation in the e-commerce industry and online retail environment. A good post-purchase flow can turn a single sale into not just a single follow up, but a cascading series of sales, one building momentum off the the next. 

According to TJ, both your experience as a Shopify or e-commerce retailer and your consumer's as a client, customer and preferential member doesn't end after the sale, nor even after the automated delivery of a post-purchase follow-up offer. While you got your sale, your transaction for that item won't be truly complete until it's in your customer's hands, who can then confirm that it works to expectations and demands. As such, your PPEs should offer some important and relevant information.

• Order confirmation
• Delivery ETA
• Assistance or how-to's for the product
• Commonly purchased related items

These details not only provide needed information for the customer, but reduces their reliance on your support team, who otherwise would be tied up answering those very questions. Providing these details, even if it's bad news like updating them on a delay, will also assert to the customer that you're forthcoming, trustworthy and above board, giving you a reputation that no amount of money can simply buy. In return, PPEs can also provide you with promotional content, as excited customers are more likely to show off their newest purchases in unboxing videos and product reviews. Engaging them as brand ambassadors is not only free publicity, but nurtures a sense of identity and community between your consumers, your product and your company.

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