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Extraordinary CX:
Today’s	Guest:
Tommy Walker
Editor-in-Chief of the Shopify Plus Blog
Webinars
#UTwebinar
Turn first-time buyers into loyal customers
Buyer	≠	Customer
So	How	Do	We	Start	
Increasing	Repeat	Purchases	
Immediately?
“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
Filling	“The	Gap”
bit.ly/1Zt5VLz
bit.ly/1Zt5VLz
Thank	You	Page
The	Order	Confirmation	&	
Shipping	Confirmation	Email
“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
“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.”
Post-Shipping	Sequence
1	Day	After
1	Day	After1	Day	After
2	Days	After
4	Days	After
5	Days	After
Day	After	
Product	
Arrives
Email	#1:	We	received	your	Home	Try-On	order	no.	101767816
Email	#2:	Right	on	track
Email	#3:	954	questions	later
Email	#4:	Touchdown
Email	#5:	Signed,	sealed,	delivered
Email	#6:	First	impressions	and	second	opinions
Email	#7:	That	was	fast
Email	#8:	Help	is	on	the	way
Email	#9:	Nice	job
The	Unboxing	Experience
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
bond.co
Thank	You
Questions?
Check	out	the	Shopify	Plus	Blog	at	shopify.com/enterprise	
Questions	about	UserTesting?		
Email	adam@usertesting.com
#UTwebinar
Extraordinary CX: Turn first-time buyers into loyal customers

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