FOSTERING THE REPEAT CUSTOMER SEGMENT

DRIVE CUSTOMER LOYALTY

With increasing costs of new customer acquisition, continuous profitable growth in the long term can only be achieved through the expansion of repeat customer segment. Customer loyalty is largely determined at the post-purchase phase of e-commerce journey.

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GROWTH THROUGH DIFFERENTIATION

STRATEGY FORMULATION & EXECUTION

Finding pockets of growth will increasingly be dependant on your ability to create brand differentiating purchase experiences, turning first time consumers into loyalists. To differentiate one needs to know against what exactly is one differentiating from - or better said what are the market averages along dimensions of differentiation.

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TURNING POST-PURCHASE INTO COMPETITIVE ADVANTAGE

SHARPEN YOUR FOCUS

Consumers have made it clear that brand experiences during the post-purchase phase have the greatest overall positive or negative impact on their brand relationship with retailers and their inclination to shop that retailer over competitors. But, not every element of post-purchase is equally important to customers and their market level defined expectations. Focus your organisational resources to those which matter the most.

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Flagship clients

brand digital wholesale. com team / brand creative team / digital supply chain team

in-house marketing / creative agency

in-house creative agency / HBO Max EMEA CS / marketing department teams (11 teams) / WarnerBros IT team

CRM / Internal Comms team

media / integrated marketing / UGC / creative / local marketing team

European D2C eCommerce Team

Obstructing eCommerce growth : ignoring post-purchase as the most influential customer journey phase

07.08.2019

If you are ignoring the eCommerce post-purchase experience you are directly obstructing the growth of your repeat customer segment and repeat purchases as important driver of total revenue growth.

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Obstructing eCommerce growth : ignoring post-purchase as the most influential customer journey phase

07.08.2019

Losing eCommerce Customers : Post-purchase Expectations vs Reality Gap

07.08.2019

To be able to close the expectations vs. reality gap in the post-purchase companies need to both determine the implicit customer expectations from an online shopping experience and audit their own.

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Losing eCommerce Customers : Post-purchase Expectations vs Reality Gap

07.08.2019

Brand Experience doesn't end with a "Shop Now"​ button - it begins there

07.08.2019

After you’ve thanked your customer for her order, you’re just beginning the most influential phase of her brand interaction with you

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Brand Experience doesn't end with a "Shop Now"​ button - it begins there

07.08.2019

A shot in the dark : Architecting post-purchase experience without comparative market insight

07.08.2019

Post-purchase experience and strategies are an extension of general market competitive strategies & positioning. Post-purchase experience should be aligned with, and enhancing of, your competitive position and value proposition.

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A shot in the dark : Architecting post-purchase experience without comparative market insight

07.08.2019

Testimonials

"The team at SO DIGITAL took the time to develop a deep understanding of our business and our CRM/Email marketing department’s internal PR requirements and needs. As a result, they came up with an appealing CRM newsletter design that gets distributed internally every month,highlighting key department achievements and stats. In addition, I am extremely pleased with the work of their account management team and the level of flexibility and quality delivered."

Rositsa Vasileva

CRM/Email Marketing Manager at TomTom

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