extraordinary cx: turn first-time buyers into loyal customers
TRANSCRIPT
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Extraordinary CX:
Today’sGuest:
Tommy Walker
Editor-in-Chief of the Shopify Plus Blog
Webinars
#UTwebinar
Turn first-time buyers into loyal customers
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Buyer≠Customer
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SoHowDoWeStartIncreasingRepeatPurchases
Immediately?
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“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”
MikeGayleAuthorofHisN’Hers
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Filling“TheGap”
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ThankYouPage
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TheOrderConfirmation&ShippingConfirmationEmail
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“Inarelationshipthedetailsareeverythingbecausetheyremindyou-justwhenyouneedtoberemindedmost-whyyoufellinloveinthefirstplace.”
MikeGayleAuthorofHisN’Hers
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“Purchasingsomethingandreceivingareceiptisanage-oldinteraction.It’sbecomeahabitualthingthatwedon’teventhinkabout.Whensomeonebuyssomethingonline,theystillexpecttoreceiveareceipt.”
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Post-ShippingSequence
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1DayAfter
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1DayAfter1DayAfter
2DaysAfter
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4DaysAfter
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5DaysAfter
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DayAfterProductArrives
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Email#1:WereceivedyourHomeTry-Onorderno.101767816
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Email#2:Rightontrack
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Email#3:954questionslater
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Email#4:Touchdown
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Email#5:Signed,sealed,delivered
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Email#6:Firstimpressionsandsecondopinions
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Email#7:Thatwasfast
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Email#8:Helpisontheway
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Email#9:Nicejob
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TheUnboxingExperience
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PackagingMattersaGreatDeal
• Firstphysicalinteractionwithyourbrand• Tactileinteractionsincreasesenseofownership• 52%ofconsumersarelikelytomakerepeatpurchasesfromretailerswithunique
packaging• 40%ofpeoplewouldsharetosocialmediaifpackagingwasunique
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bond.co
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ThankYou
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Questions?
CheckouttheShopifyPlusBlogatshopify.com/enterprise
#UTwebinar
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