Every step of the customer journey is just the start of the next step toward success. Roped in a new prospective customer? Start working to convert them. Theyāve filled a basket? Start prompting them to check out. Youāve captured their purchase? Start the order fulfillment process. It never ends, and thatās a great thing.
That last bit ā post-purchase ā is where too many retailers face challenges that frequently turn into lost customers. To put a positive spin on it, retailers delivering a wonderful post-purchase experience attract customers willing to pay more for products and services!
I recently wrote an article for Retail TouchPoints on this precise challenge: Note to Retailers: How to Maximize the Post-Purchase Experience With a Modern Order Management System. I recommend you read the full article, but hereās a quick recap.
Itās easy to imagine the differences between a good and a bad post-purchase experience:
Which retailer would you rather give repeat business to? Yeah, me too! Customers want an easy and transparent post-purchase experience. They want clear communications, delivery insights, fast access to customer support, a clear process for returns and exchanges, and more.
If you miss any of those customer expectations, youāll likely lose that customer.
Order Management Systems (OMS) simplify everything from inventory to orders to fulfillment and beyond. Itās an integrated and automated way to keep your retail operations running smoothly while keeping customers delightfully informed of their order and delivery status and any issues. Add some AI into the mix, and OMS puts your customer experience on a whole new level.
For customers, the best part of OMS is the accurate, real-time updates on orders, plus proactive notifications, shipping information, refund status, potential delays, and more. Customer support teams also have the same detailed order insights through OMS, empowering them to give better, faster attention for faster resolutions.
I donāt want to spoil the ending, so head over to Retail TouchPoints to read āNote to Retailers: How to Maximize the Post-Purchase Experience With a Modern OMS”. Itās a riveting piece, if I do say so myself.Ā
Once youāre done, request a fabric OMS demo to see how it works.
Your customers deserve a better post-purchase experience. Weāll help you give it to them!
Advisor @ fabric