Challenges of the Post-Sale Customer Experience

A Modern Solution to the Challenges of the Post-Sale Customer Experience

It’s been over a decade since the phrase “customer experience” passed up “customer satisfaction” as the primary customer-focused keyword. But many businesses still struggle to understand why customer experience is important, particularly after the sale has been made. An article from Invesp explains, “The post-purchase experience in the eCommerce space is totally disjointed. Most of us tend to forget about the customer once they check out.”

Customer Experience vs. Customer Service

This struggle with the post-purchase experience is due in part to the confusion between the concepts of customer experience and customer service. As the Harvard Business Review explains, “Customer experience encompasses every aspect of a company’s offering—the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.” As for customer experience importance, it’s projected to be the number one brand differentiator in 2020 and beyond!

Especially important is the post-sale customer experience, an often neglected but essential part of a successful business plan. Many companies have one goal in mind: making sales. But they forget to optimize the post-sale customer journey, which can be a very costly mistake. Choosing to pursue new sales through customer acquisition rather than customer retention is a misguided endeavor that simply doesn’t lead to the desired outcome. In fact, it costs five times as much to attract a new customer as it does to keep an existing customer!

Introducing the Airslip App

Airslip is a type of customer experience software. Its primary goal is to enhance the post-sale customer experience through the use of smart receipts. These receipts are sent directly to the Airslip app on the customer’s phone, with no need for a customer habit change. Customers simply pay as usual, receive a notification on their phone regarding their new smart receipt, and can view it if and when they please.

But it doesn’t stop there. Unlike a traditional paper receipt, Airslip’s digital receipts are both interactive and intuitive. Customers can share their receipts on social media, leave reviews and feedback for vendors, and use a QR code to easily make returns. Refund and warranty information is only a tap away. Businesses can even integrate their existing loyalty programs with the Airslip app, or create a new program with a one-click signup process.

In addition, customers receive personalized offers based on their purchase history. Graphical purchase information with weblinks encourages further engagement with businesses they’ve purchased from in the past. Links to related products and offers keep customers coming back for additional sales. In short, Airslip allows companies to “save money on acquiring new customers and focus on increasing sales from your existing customers who already trust your brand.”

The Pain Points of the Post-Sale Customer Experience (And How Airslip Solves Them)

After the point of sale, there are several challenges that businesses often run into.

     Lack of customer-related data

When a customer makes a purchase, the retailer typically doesn’t receive any data about them unless they scan a loyalty card or create an account with the company online. Airslip’s interactive smart receipts make the connection between companies and their customers. Airslip gives businesses important information about customer habits and preferences, allowing them to take advantage of this information to make the best decisions for the company.

     Shortage of knowledge regarding customer experience improvement

Many businesses have the desire to improve the customer experience, but they just don’t know how to go about it! The Airslip app solves this problem with its intuitive configuration, which makes it simple to understand customer trends and behaviors.

     Need to update obsolete information

Considering the prevalence of technology in today’s world, it’s not very surprising that 70% of customers prefer to find answers online rather than directly contacting the company. However, many businesses have obsolete information posted online that isn’t beneficial to customers. Airslip’s smart receipts provide up-to-date information right at customers’ fingertips, avoiding frustration and wasted time searching for answers online.

     Use of outdated tools

Much of the common advice concerning customer service strategy involves embracing new technological tools. While there is a vast amount of technology available to businesses, only 19% of companies have tried a new tool in the past five years. Airslip’s digital receipts provide a modern solution that’s simple to integrate into an existing business model.

The Bottom Line

If you’re wondering how to improve customer experience, Airslip is an infinitely valuable tool that provides benefits to both the company and its customers. Adding the Airslip app to your customer experience strategy is not only a great method to improve brand loyalty, but it also enhances the customer journey and post-sale service.

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