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Ecommerce Mistakes #6: Post-Purchase Mistakes [Infographic]

To build a sustainable ecommerce business, you need to not only attract new customers, but also make your existing customers (and visitors who abandoned their shopping cart) want to return to your online store. In fact, it’s usually easier to convince existing customers to buy again.

How do you nurture a healthy relationship with your customers after they leave your online store? Here’s a list that highlights the most common post-purchase mistakes made by retailers that you should avoid: 

The Ultimate Guide to Ecommerce Mistakes: Post-Purchase Mistakes

Text: Ultimate Guide To Ecommerce Mistakes – Post-Purchase Mistakes

After successful checkout:

1: Not monitoring performance

“This is a huge point of failure. It is crucial that you monitor your key performance indicators (KPIs) daily.” – Dale Traxler, practicalecommerce.com

2: Failing to build a community

“Building a community is very important for any ecommerce store. One of the best ways of doing this is by starting a blog.” – Charles Mburugu, TechBlogke

3: Not collecting visitors’ details on exit

“If you don’t have their email, try and get it on exit. Use a light pop-over box and keep it simple.” – Tim Ash, SiteTuners

4: No retargeting plan

“Have a plan for retargeting. Be very careful with your messaging though to convince the visitor to come back and complete the transation.” – Tim Ash, SiteTuners

5: Not segmenting failures

“Don’t chase after everyone. You have to segment your failures, and chase after the legitimate fence-sitters.” – Tim Ash, SiteTuners

Here’s how you can build a lasting relationship with your customers:

After successful checkout

  • Monitor Key Performance Indicators daily
  • Start a blog to engage your customers
  • Encourage customers to write product reviews
  • Implement an automated referral program

After shopping cart abandonment

  • Segment your failures and act accordingly
  • Get customers email and nudge them towards the sale soon
  • Use retargeted advertisements

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Read more:

The Ultimate Guide to Ecommerce Mistakes series

Desmond Chua

Desmond is the co-founder of Statement.sg, a fashion ecommerce brand selling witty t-shirts. He strives to design the best ReferralCandy experience to help you acquire more customers. He also practises parkour with MOVE Academy Singapore in his free time.

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