The document outlines seven strategies to enhance customer relationships and increase sales post-purchase, emphasizing the importance of customer satisfaction. Key strategies include sending personalized thank-you cards, educating customers, ensuring reliable shipping, following up on purchases, and offering guarantees and feedback opportunities. The ultimate goal is to build long-lasting relationships that encourage repeat business and enhance customer loyalty.

1. From Purchase to
Customer
Satisfaction: 7
Ways to Increase
your Sales

2. Customers
Want
Your
Products

3. Customers
Buy
Your
Products

4. It’s not over
After
Purchase!

6. Make a
Customer,
not a Sale.
~ Katherine Barchetti

7. Underpromise.
Overdeliver.
~ Rodolfo Melogli

8. Meetup Goals

9. Learn what Works

10. …Choose 1 Idea

11. …and Take Action

12. #ecomDublin

13. Rodolfo Melogli
Ecommerce Consultant ~ Author ~ Web Developer
Lego Addict
Engineer
Smart Ecommerce
Websites to increase
sales, brick after brick

14. Steal THESE!

15. Packaging Inserts

16. Keyboard Shortcuts

17. Keyboard Shortcuts

18. Follow Up Management

19. Why After Sale
Marketing?
 You can sell more after selling
 It's not over with the purchase
 Build a relationship / start a
conversation
 Retaining customer is 6 times easier
than selling to a prospect
 Happiness = LTV

20. 1) Thank Customers

22. “One of the ways we
encourage repeat
business is by sending
our best customers a
handwritten thank you
card with a coupon for
future purchase. It's my
goal to send 1,000 cards
every year, which works
out to just 4 cards every
weekday. I write all of
them personally, but I'm
automating the procedure
of running the reports,
making the coupon codes,
etc to cut down on the
amount of time it takes
me every day.”

23. TrunkClub

24.  Use quality paper if feasible (or email!)
 Use customer first name
 State the reason for the card (gratitude)
 Mention personal details / customer
experience
 Mention future interactions plan
 Signature
Thank-you Tips

25. 2) Teach your customers

29.  Brainstorm 15-100 Topics Your Customers Are
Dying To Know
 Create An Editorial Calendar
 Choose your favourite media
 Automate
 Re-use content for FAQ, blogs, etc.
Teaching Tips

30. 3) Ship Reliably

31. How to manage the logistics and
quality of service to international
customers? Everything from
delivery charges, lead times,
taxes and duties, consumer
rights.”
Andrew Murphy
International Commercial
Manager
An Post

32. An Post & Parcels

33. The e-retail process cycle

34. International eRetail Delivery Solutions
Your Parcel Journey
1. Drop off at Acceptance Point/Collection from your
business
2. Consolidation at An Post International Hub
3. Air Conveyance to Country of Destination
4. Induction into national Postal service
5. Delivery
 Tracking at every event

35. International Delivery Services
IBMS Priority Packet Express International Priority Parcel
·No Signature or Tracking ·Full Tracking ·Full Tracking and signature
·All rates are exclusive of VAT ·No signature ·Items up to 20kg
·Irish return address printed ·Items up to 2kg ·Insurance of €150
on top left hand side of item. ·See sample label below ·See sample label below
·Ceadunas(PPI) licence printed
on top right hand side of item
·See sample label below

36. • Customs documentation
• CN 22 : Non-EU destination & value < €300
• CP 72 : Non-EU destination & value >
€300
• Aviation Security Declaration: EU only
International eRetail Delivery Solutions

37. • Prohibited items
• Full list available on An Post web-site
• Service restrictions for some items such as Cash,
Coins, Jewellery.
• Destination country may have additional
restrictions
• All countries have their own customs threshold
level.
International eRetail Delivery Solutions

38. An Post & Parcels Innovation

39. Technology Investment - Realtime Scanning
• Only Postal Administrator to have rolled out
handheld to every Postal Operative
• Real Time consignment tracking history
• On line availability of electronic signatures
• Tracking by customer’s own order number or
An Post tracking Number
• Track & Trace reports

40. Premium Delivery Options – As Standard
Customers Choose From:
• Alternate delivery address –
• Pre notification of delivery –
• Real time, interactive re- delivery
• Time slot delivery
• Redirect to neighbour
• Redirect to local Post Office
• Dedicated on line returns portal –
• Coordinated Swap Outs –
• Collection from local Delivery Services Unit

41. • Ensure your delivery times reflect the delivery option you
offer.
• Send an email to the customer confirming item has been
despatched and providing tracking number.
• Customs documentation must be fully completed.
• The need for a free delivery option or clearly identify
your delivery charges – main cause of cart abandonment.
• Have a comprehensive Returns and Refund policy.
• The importance of carrying out competitor analysis
Summary – Top Tips

42. 4) Follow Up

43. “Dell does this very
well. Two to three
weeks after expected
delivery of a Dell
product, a customer
service
representative gives
the customer a call.
The purpose of the
call isn’t to try sell
anything, it’s simply a
courtesy call to make
sure the product has
arrived and the
customer is happy
with it.”

44.  Know why you are calling
 Prepare a "script"
 Speak briefly, then listen
 Make it a conversation
 Be yourself.
 Ask for the next step
Follow-up Tips

45. 5) Send a Gift

46. Burberry offers
free alteration
within 3 months
and
complimentary
buttons
replacement.
A good reason why
you'd spend 500€
on a coat 

49.  Delicious
 Practical
 Special Occasion
 Add thank you note and explanation
 Add offer to giveaway
 Ask for the next step
Gift Tips

50. 6) Offer a Guarantee

52. Zappos: biggest shoe
online shop, recently
bought by Amazon.
365 days
return policy:
 customer centric
model
 150% average order
value compared to
other shops
 customers buy
more and return
less than expected

53. 7) Ask for feedback

55. Feedback
survey at
thank you /
receipt
page

56. Workshop

57. Thank you!
1. Q&A
2. Meetup
3. Next Topic