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Extraordinary CX: Turn first-time buyers into loyal customers

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Tommy Walker, a Shopify conversion expert, will change the way you look at first time buyers forever. Learn how to avoid the mistake 99% of e-commerce companies make with first-time buyers, how to optimize the first-time buying experience to improve repeat revenue streams, and much more!

Published in: Marketing
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Extraordinary CX: Turn first-time buyers into loyal customers

  1. 1. Extraordinary CX: Today’s Guest: Tommy Walker Editor-in-Chief of the Shopify Plus Blog Webinars #UTwebinar Turn first-time buyers into loyal customers
  2. 2. Buyer ≠ Customer
  3. 3. So How Do We Start Increasing Repeat Purchases Immediately?
  4. 4. “In a relationship the details are everything because they remind you - just when you need to be reminded most - why you fell in love in the first place.” Mike Gayle Author of His N’ Hers
  5. 5. Filling “The Gap”
  6. 6. bit.ly/1Zt5VLz
  7. 7. bit.ly/1Zt5VLz
  8. 8. Thank You Page
  9. 9. The Order Confirmation & Shipping Confirmation Email
  10. 10. “In a relationship the details are everything because they remind you - just when you need to be reminded most - why you fell in love in the first place.” Mike Gayle Author of His N’ Hers
  11. 11. “Purchasing something and receiving a receipt is an age-old interaction. It’s become a habitual thing that we don’t even think about. When someone buys something online, they still expect to receive a receipt.”
  12. 12. Post-Shipping Sequence
  13. 13. 1 Day After
  14. 14. 1 Day After1 Day After 2 Days After
  15. 15. 4 Days After
  16. 16. 5 Days After
  17. 17. Day After Product Arrives
  18. 18. Email #1: We received your Home Try-On order no. 101767816
  19. 19. Email #2: Right on track
  20. 20. Email #3: 954 questions later
  21. 21. Email #4: Touchdown
  22. 22. Email #5: Signed, sealed, delivered
  23. 23. Email #6: First impressions and second opinions
  24. 24. Email #7: That was fast
  25. 25. Email #8: Help is on the way
  26. 26. Email #9: Nice job
  27. 27. The Unboxing Experience
  28. 28. Packaging Matters a Great Deal • First physical interaction with your brand • Tactile interactions increase sense of ownership • 52% of consumers are likely to make repeat purchases from retailers with unique packaging • 40% of people would share to social media if packaging was unique
  29. 29. bond.co
  30. 30. Thank You
  31. 31. Questions? Check out the Shopify Plus Blog at shopify.com/enterprise Questions about UserTesting? Email adam@usertesting.com #UTwebinar

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