44. Elevate the post purchase experience feat. Irina Poddubnaia

Season #1

"Irina Poddubnaia's Expert Strategies for Customer Retention

If you're feeling frustrated and overwhelmed because your endless email campaigns and pop-ups aren't increasing sales or customer loyalty, then you are not alone!

If the customers are constantly buying, you don't have to worry about the next campaign launch or the next product collection that you're going to roll out.

In this episode, you will be able to:

  • Raise the bar of e-commerce success by focusing on crucial post-purchase experiences.
  • Collaborate across departments to achieve outstanding customer support outcomes.
  • Exploit touch points effectively to improve sales and customer gratification.
  • Tailor bespoke, targeted messages for strengthening connections with customers and prospects.
  • Utilize automation tools for refining the customer experience and driving up sales numbers.

Do you want to increase sales and customer satisfaction for your E-commerce business? Have you heard these myths about leveraging touch points?

Myth #1: More touchpoints always lead to more sales.
Myth #2: Touchpoints are only important during the purchase process.
Myth #3: Touchpoints don't matter as long as the product is good.

But don't worry, Irina Poddubnaia is here to share the truth about leveraging touch points for your E-commerce business.

Introducing Irina Poddubnaia

Introducing Irina Poddubnaia, the entrepreneurial mastermind behind Trackmage.com, a game-changing platform that aids e-commerce businesses in streamlining shipping, tracking, and elevating their customer experience. Irina is dedicated to transforming the way entrepreneurs view success by emphasizing the importance of the post-purchase experience and fostering strong relationships between businesses and their customers. Her expertise in leveraging touchpoints to drive sales and improve customer satisfaction has made her a go-to source for e-commerce business owners

Find Irina Online: 

The resources mentioned in this episode are:

  • Proactively provide tracking information and order status updates to customers.
  • Ask for reviews and feedback after a customer receives their product.
  • Use delays or issues as an opportunity to apologize and show that the brand cares about its customers.
  • Create a branded post-purchase experience by providing additional product recommendations and information.
  • Delegate and automate customer support as much as possible.
  • Use data on shipping delays and other problems to negotiate discounts with carriers and suppliers.

The key moments in this episode are:

00:00:00 - Importance of Post Purchase Experience,
00:04:22 - Risks of Not Focusing on Post-Purchase Experience,
00:08:54 - Branded Experience in Transactional Communications,
00:15:05 - Benefits of Knowing About Problems,
00:17:07 - Leveraging Data for Operating Costs,
00:17:44 - Collecting Reviews,
00:21:15 - Increasing Sales Frequency,
00:25:05 - The Founding of Trackmage,
00:30:15 - Eliminating Typos in Emails,
00:34:24 - Mystery Shopping and Avoiding Detection,
00:34:48 - Free Ebook to Increase Sales,
00:35:04 - Gratitude and Farewell,
00:35:13 - Show Notes and Resources,

"A lifelong fan can support the business, buy more, tell to their friends."

Importance of Post-Purchase Experience

The post-purchase experience is a critical aspect of building customer loyalty and driving sales growth for e-commerce businesses. By providing a seamless, personalized experience throughout the entire order cycle, businesses can ensure that customers feel valued and satisfied, which encourages repeat purchases and positive word-of-mouth. Paying close attention to this stage of the customer journey not only improves retention but also paves the way for sustainable growth in the long run.

In the podcast, Irina Poddubnaia highlighted the importance of maintaining open, timely communication with customers after they've placed an order. She emphasized that a proactive approach to order updates, shipping notifications, and delivery information can help alleviate customer anxiety and create a positive, branded experience. By adopting such best practices in the post-purchase phase, businesses can position themselves as trustworthy and customer-centric, which ultimately drives higher sales and a loyal customer base.

If you ask the customer at the right time, we are very happy to leave a review.

Branded Experience in Transactional Communications

Businesses can further leverage their transactional communications to create a branded experience and add value to the customer relationship. By infusing marketing content and brand messaging into routine notifications, such as order status updates and shipping confirmations, businesses can reinforce brand identity while also cross-selling and upselling their products and services.

Irina Poddubnaia discussed how companies can utilize post-purchase emails to not just communicate essential order information but also showcase additional products that might interest the customer. By providing personalized recommendations and exclusive offers in these communications, businesses can not only create a branded experience but also increase the likelihood of repeat sales and long-term loyalty.

"The post-purchase experience is becoming more and more of a pressing need for all businesses."

 Collecting Reviews

Customer reviews play a crucial role in influencing potential purchasers' decisions and building a brand's online reputation. A steady stream of positive reviews can greatly impact a business's search ranking, making it more discoverable to its target audience. Therefore, it is vital for businesses to have a strategic plan for collecting reviews regularly.

In the podcast episode, Irina Poddubnaia shared valuable advice on optimizing the customer review collection process. She emphasized the importance of timing review requests to ensure customers receive them after the product has been delivered, maximizing the likelihood of capturing positive feedback. Irina also acknowledged the need to collect reviews promptly, as waiting too long can diminish the chances of a customer leaving a high-quality review.

If the customers are constantly buying, you don't have to worry about the next campaign launch or the next product collection that you're going to roll out.

Increasing Sales Frequency

An essential part of driving growth in e-commerce businesses is finding ways to increase purchase frequency among customers. By leveraging multiple touchpoints, such as tracking pages and personalized recommendations, businesses can encourage repeat purchases and foster long-term customer relationships. During the podcast, Irina Poddubnaia spoke about the importance of personalizing discounts and upsells across various customer touchpoints. By displaying relevant and complementary products on tracking pages, e-commerce companies can inspire additional purchases and boost sales frequency, leading to increased revenue and customer satisfaction.

Access The Free ebook "How To Make 5-10% Extra Sales On Autopilot Without Increasing Your Ad Spend Or Hiring More Staff" 
Here is the brutal truth about e-commerce: Most eCommerce sellers just focus on getting traffic to their stores. Paid ads, affiliate promotions, events, direct outreach, SEO and etc. and etc. The thinking goes like this: traffic -> paying customers and more traffic -> more paying customers. So in fact, all this becomes a race to get as much targeted traffic as possible.

While doing that they forget about existing customers!Do you know that it costs you 5 times more to acquire a new customer than it takes to keep an existing one? The probability of selling to an existing customer is 60-70%, while the probability of selling to a new prospect is 5-20%

In this guide, I explain how you can drive back traffic to your store after purchase and make 5-10% extra sales by upselling your existing customers while they are waiting for their orders. This technique doesn't require coding and is easy to apply.

Access Now: https://trackmage.com/flywheel-extra-sales/ 

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