Do direct messages to recent customers boosts loyalty

Communicating directly with customers once they have made a purchase during the shipping and returns period can greatly improve the chance of repurchase rates for online retailers, as new research from parcelLab shows. Most online retailers leave post-purchase communication to their courier company with only 11 of Britain’s 100 largest online retailers contacting their shoppers directly during shipping, according to the UK E-commerce Shipping Survey 2019. By doing so, parcelLab has revealed that they are missing out on a major opportunity to increase revenues by boosting customer retention and loyalty.

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