By David Rastatter, Senior Director, Product Marketing
Learn how to create exceptional experiences and enhance the post-purchase journey to build brand loyalty and ignite sales.
What happens after a customer clicks ‘buy’ is just as important as the buying journey itself.
So, how do savvy retailers keep that momentum going and build customer loyalty? By strategically navigating three important steps: analyzing customer data, automating processes, and leveraging tools that elevate the customer experience.
By implementing these pillars, you can streamline operations, create seamless and personalized customer experiences, and build brand advocates.
How does data improve the buying journey?
Data has become the lifeblood of modern businesses, and ecommerce is no exception. With every click, purchase, and interaction, valuable data is generated; the challenge lies in accessing the right data, at the right time, and extracting actionable insights from it. With the right technology solutions in place to facilitate this visibility and transparency, businesses can make data-driven decisions based on concrete evidence.
In many cases, valuable front-end customer data comes from web stores or commerce platforms, such as BigCommerce. Creating a seamless buying process starts with connecting these platforms with back-end ERP systems such as NetSuite.
By connecting these systems through integration technology, you can create a single source of truth for commerce and customer data, synonymously automating those data transfers for higher efficiency and accuracy.
How do you leverage this data to generate actionable insights?
Understanding customer behavior is paramount. Analyzing purchasing patterns, browsing history, and checkout preferences can help businesses tailor their offerings to individual customer preferences, increasing the likelihood of the customer making a purchase.
Data analysis also enables companies to optimize their supply chain and inventory management. By forecasting demand and identifying trends, businesses can ensure that they have the right products in stock at the right time, reducing the risk of overstocking or stockouts.
Plus, data analysis plays a crucial role in pricing strategies. Dynamic pricing models, informed by real-time market data, allow companies to set competitive prices that maximize revenue while remaining attractive to customers.
In essence, the strategic use of data analysis empowers commerce companies to make data-driven decisions that enhance operational efficiency, improve customer targeting, and drive overall business growth.
Why should you leverage shipping automation?
Automating shipping processes significantly enhances the customer experience by streamlining the entire supply chain. One of the key advantages is the improved efficiency in order fulfillment. Automated systems quickly process orders, reducing the time it takes to pick, pack, and ship products. This results in faster delivery times, meeting intensifying expectations for timely and reliable delivery.
Additionally, automation minimizes errors in shipping and order accuracy. Automated systems can track inventory levels in real time, reducing the likelihood of stockouts or incorrect shipments. This accuracy helps instill confidence in customers, as they receive the correct products on time with every purchase, leading to increased satisfaction and loyalty.
Leveraging automated shipping solutions, like ShipStation, provides better visibility of the shipping process for customers and businesses. Customers can receive real-time updates on their orders, including tracking information and estimated delivery times. This transparency not only enhances the overall customer experience, but also empowers customers with detailed tracking information, reducing anxiety associated with uncertainty.
Additionally, systems like ShipStation allow for a seamless integration of multiple carriers and shipping options, giving customers the flexibility to choose the most convenient and cost-effective delivery method. This customization enhances the overall convenience for customers, catering to their preferences and contributing to a positive buying experience.
Why should you automate the returns process?
Returns have typically been perceived as a headache for customers and businesses alike.
With automation technology, companies can assess return requests, categorize them based on various criteria, and automate the approval process for valid returns. This not only speeds up the returns process, but also reduces the need for manual intervention, freeing up resources for more strategic tasks. When a customer does want to return a product, businesses can provide a return label instantly to make it easier for customers.
With integration and automation in place, businesses can facilitate real-time updates to customers about the status of their return, providing transparency and instilling confidence in the process. Automated returns also enable businesses to analyze return data to identify patterns and address the root causes of returns, leading to continuous improvement in product quality and customer satisfaction.
Improving customer satisfaction with personalization
Standing out and capturing the attention of customers is a constant challenge. Personalization, fueled by customer data, emerges as a powerful tool for elevating customer engagement.
Analyzing data from robust commerce platforms, such as BigCommerce, allows businesses to create detailed customer profiles and deliver personalized experiences. This personalization can manifest in various forms, from targeted product recommendations, incentives, or customized marketing messages.
Moreover, personalization extends beyond the digital realm. Automated systems can use customer data to personalize packaging, promotions, and even the post-purchase experience. For instance, a clothing brand might include a physical card with personalized promos in a package based on a customer’s browning history or purchasing patterns.
Proactivity is also a pivotal component of enhancing customer engagement and building brand loyalty. Targeted emails, texts, app notifications, etc, keep customers informed about upcoming product launches, new arrivals, or promotions to build excitement. This keeps the brand at the forefront of the customer’s mind and encourages repeat business.
Oh, by the way; have you ever taken on the role of one of your customers by browsing, shopping, and checking out on your own website or commerce platforms? This is a great way to find sticking points and areas in the process that need refinement. Seeing things from the customer’s point of view will give you a new perspective on the buying process, helping you identify opportunities for improvement.
Want more commerce tips for igniting revenue and creating brand advocates? Watch our on-demand webinar
Through the strategic implementation of integration technology, data analysis, and automation, businesses can gain valuable insights into customer behavior, optimize supply chain management, and fine-tune the buying journey.
As businesses continue to evolve in this digital era, embracing these transformative strategies will be pivotal in shaping the future of commerce.
Want to learn more? Learn more strategies like these in our 30-minute, on-demand webinar with panelists from NetSuite, BigCommerce, ShipStation (and of course, Jitterbit!).
