From customers to repeat purchases and/or loyalty

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from-customers-to-repurchase-and-loyalty-customer-journey-blog-rd-station
Congratulations! A new client has arrived at your company.

The powerful post-purchase moment begins: post-sale. So let’s talk about a new customer journey and experience.

At this point, depending on the business model , we can talk about 3 key phases that will occur:

1. Delivery of the first value. Onboarding.

In B2B models of SAAS (Software as a Service) companies, this stage is almost mandatory. In B2C companies we could say that we do not need a structured onboarding, but we should consolidate a powerful first “impression” .

The goal is to convince our client that they made an excellent decision by purchasing our product or service.

In the case of requiring onboarding, it is recommended to ghana whatsapp resource accompany the client very closely, since this stage is the most delicate and can determine whether they will buy from us again or if they will complete their contract term and leave.

The most important thing is to deliver the first value in the shopping experience . Go beyond a simple customer service process.

Think about what your customer can do with your product and/or service in the first month (or week, depending on the complexity of the product). Something that will lead to a “wow moment” for them.

For example, here at RD Station Marketing, one of the first “wow moments” has to do with the fact of being able to create landing pages without needing a developer. Having the first leads in a short time is invaluable for our clients.

You may be interested in: Customer Success: what it is and what you need to know.

2. Adoption of your product/service. Ongoing.

The “ongoing” or recurring use stage of the solution is the moment in your customer’s journey that determines whether or not they will begin to use your service or product in their daily life.

Ask yourself: what actions from your company could motivate frequent use of your solution.

At RD Station Marketing, for example, we understand that leads that are not nurtured (via email marketing) will cool off after a certain time.

Our “touch” in this case, with the clients we want to adopt the tool, has to do with incentivizing them by sending an email marketing campaign with a certain frequency.

This way, they don't let their leads cool off and we make sure that they are “adopting” RD Station Marketing in their daily work.

3. Loyalty and growth. Expansion.

At this point in the journey, your customer has already seen the first value and is already using your product or service frequently. It is the ideal time to think about expansion for your customer (new ways to use your product) and consequently for you: expanding profits by offering a cross-sell or an upsell.

At this point, you can encourage your customer to recommend you or make a repeat purchase. In this way, the customer journey begins again. Because your customer (or the person they recommend) begins a new journey of learning and discovery.