Q4 Updates: Optimising Opportunities in the Post-Purchase Stage with Hamish McKay, Order Editing (episode 220)
by Chloe ThomasHamish McKay is the founder of the surprisingly groundbreaking new eCommerce tool Order Editing. Now helping over 600 Shopify merchants to improve post-purchase customer experience.
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Dive in:
[03:36] Managed customer experience for popular YouTuber brands.
[08:07] Mistakes after hitting buy button explained succinctly.
[12:56] Optimised journey for order confirmation and edits.
[14:15] Enhancing customer experience is a no-brainer.
[18:22] Bad news for everyone, missed order potential.
[22:22] Insider Tips from Hamish!
The Power of Post-Purchase Experience
Hamish emphasizes the often-overlooked importance of the post-purchase experience. Traditional eCommerce models often focus on the pre-purchase stage. This neglects the potential for increased customer satisfaction and sales after the purchase. The Order Editing tool provides a solution to enhance this often-overlooked part of the customer journey.
The Value of Customer Autonomy
Customers want control. Allowing them to change their orders after they’ve bought something shows that you care about their needs. Whether fixing an address, swapping a product, or upgrading shipping, giving them options can make them feel valued. This can lead to loyal customers who think positively about your brand.
The Potential for Upselling and Increased Revenue
Hamish points out that you can also sell more stuff to customers after they’ve already bought something. By offering extra products or services, you can take advantage of their interest and maybe get them to spend more. This works well when you suggest specific things they might like and offer deals that only last for a short time.
Listen to hear Hamish’s Insider Tips on Q4 updates!
Interview links
- Check out Order Editing
- Hamish on LinkedIn
- Email Hamish: hamish@orderediting.com
- Subscribe to Luke Hodgson’s Commerce Thinking and Eli Weiss of Yotpo’s newsletters
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