As a business owner, excellent customer service is crucial for the growth of your business. It can make or break your company. But what happens after someone buys from you? How do they feel about their purchase? Do they have questions that need to be answered before they leave your website?
You want your customers to have an amazing experience with you. That’s why businesses need to focus on providing great customer service after every sale is made. There are many different ways customers will interact with your business after making a purchase. Read on to learn more.
Common Customer Behaviour After Making a Purchase
Here are some of the most common behaviours a customer does after purchasing your product:
Share Their Purchase Online with Friends
After delivering the product, your customer might want to share their purchase on Facebook, Instagram, or other social media websites.
They do this to show appreciation for you as a company because you delivered what they wanted and more. They are proud you helped them with their problem/solution and want to share the happiness with their friends on social media.
Write Positive Reviews
Most customers, after making a purchase, will leave a review. According to a survey, 47% of global internet users post a review about a product or company every month.
After they are satisfied with the product, customers write positive reviews to help other customers decide if they want to buy from you or not. Positive reviews show other customers you are a trustworthy business that will deliver quality products.
Write Complaints
At times, it might happen that your customer didn’t like your product or service. This will prompt them to write complaints about the product, hoping that it will prevent others from making the same mistake.
This is not good for your business. Complaints decrease sales and ultimately affect your company’s performance. To avoid this, ensure that before delivering a product, you ask the customer if they have any questions or concerns.
Ask Questions on How to Use a Product
If a customer lacks the know-how of using the product, they will reach out to you with questions on how to use it.
Do everything in your power to answer their questions. If you are unable to, provide them with someone else’s contact information who might help or direct them to the FAQ section on your website.
Share Their Customer Experience Online
When a customer has an excellent experience with your business, they might want to share their experience on social media.
After receiving service that goes above and beyond expected expectations, they will take to social media to express their gratitude for your help. They will post about how helpful you were and even tag the company’s social media accounts in their posts.
This increases other customers’ chances to visit your website because they want to receive a similar experience to what you gave your previous customer.
Ask for After-Care for Products Purchased
After a few days or weeks, the product might develop a defect. In this case, your customer will reach out to you about it. This will make them ask for assistance from your business in hopes that you will resolve their problem.
If the product is under warranty and it turns out that the defect was because of artistry or materials, you should replace it for free. This will make the customer happy and encourage them to recommend your business to their friends and family members.
Share Feedback/Suggestions
When a customer has a good experience, they will be willing to share it with the world. In this case, you should ask your customers if they wouldn’t mind sharing their experiences on social media platforms like Facebook and Twitter. Statistics show that 31% of customers prefer using social media to give feedback about a product.
In other cases, they might write a review on your website. This is especially effective in giving other customers an idea of what to expect if they purchase your products. They also provide suggestions on what you can improve on.
For example, if you are selling fashion items, having positive testimonials from previous buyers will give others the confidence that these fashion items are worth it and will look just as good on them as it would on the person who left the testimonial.
TL;DR
A lot can happen after a customer buys your product. They might reach out to you with questions on how to use it, share their experience with friends and family, or even write about it online.
You have to ensure they have an excellent experience. Great customer service and constant communication with your customers are essential in having good community management. It’s through it that you can retain customer loyalty and encourage them to make future purchases.
At Hearts Agency, we have many tips and tools you can use to enhance your customer experience. Contact us today to learn more about the community management services we offer.