Buyer remorse is a real thing and Eli shares tactical ways to mitigate that.
Let’s zoom out for a second and think through the customer journey.
Where did the customer find you? What was your pitch on that ad?
That’s where the customer’s story began.
When your customer hits your site and finally makes that purchase, hype is at an all-time high.
They’re sold on what you are selling. They are all in.
Most brands then go radio silent until delivery. Don’t be most.
Take the time between the order placement and order delivery to set your customer up for success.
Here’s what that means:
- Explain what success using your product looks like.
What should they expect once they receive it? - Instead of cross-selling, “re-sell” your product.
Take the time to help them feel good about the decision they made. Explain what the brand is about.
Share why your product solves their problem most effectively. - Ensure you set realistic expectations around shipping time, and take accountability when there are delays.
There’s nothing that gets customers more frustrated than delays and a brand saying “not our fault”. - Set up a CX function that can proactively monitor questions that come in often and funnel that back to the site and email welcome flow.
How can we answer these questions before the customer even asks it? This kind of stuff really makes a difference. - Lastly, ensure your marketing accurately depicts the product your customers are getting.
There’s nothing worse than getting a janky version of what you expected.
Set expectations properly so that customers feel they are met.
This might sound basic, but it’s pretty rare.
Oh, and if you learned anything from this little thready thread, feel free to thank Eli.