Just because you’ve completed a sale doesn’t mean the journey with your customer is over. Post-purchase dissonance is common but there are ways to reduce it.
Big sales and exclusive promotions may attract customers to your brand, but your next hurdle is overcoming buyer’s remorse. Those feelings of uncertainty, regret, and guilt that may come after hitting ‘buy now’ have plagued us all in the past. For businesses, this can impact your bottom line.
Thankfully, there are a few things you can do to reduce buyer’s remorse and turn that remorse into rewards..
What is buyer’s remorse and what causes it?
Buyer’s remorse is a type of post-purchase dissonance where customer purchases an item and later experiences dissatisfaction and regret. This may lead to the customer returning the product and not only seeking a refund but also expressing their dissatisfaction via reviews and word of mouth.
Some of the most common causes of buyer’s remorse include:
- An impulsive purchase which is then regretted
- Finding the same product elsewhere at a lower price
- Reading a review that makes them doubt/reconsider their purchase
- Product not meeting expectations
- Doubts over the trustworthiness of the business
How to avoid buyer’s remorse
1. Know why it is happening
High on the agenda of your post-purchase dissonance strategy is to identify why this behaviour is happening. Speak to your customer service team. What are the main reasons for customer returns and refunds? Are there any complaints that stick out?
2. Provide detailed information
The more information you provide your customers, the better informed they are when they come to purchase your goods. This will not only help them make better purchasing decisions (as opposed to impulse purchases), but it will also help you manage customer expectations.
Start with your product descriptions, such as providing the following details:
- Precise product measurements
- Materials
- Colour
- Images
- Videos
- Augmented reality product visualisations
- Ability for customer to virtually ‘try on’ your products
3. Keep customers in the loop
Order confirmation, dispatch updates and potential delays – these are just a few of the ways you should be keeping customers informed. Rather than keeping your customers in the dark, these transactional messages, whether they’re via email or text, help reassure them that they made the right brand choice in the first place.
Go one step further and optimise these messages so they’re more than just a simple “Thanks for your order!” or “We’ve sent it!” message.
For example, one of our customers, Rhenus Home Delivery, uses WhatsApp Business Platform to seamlessly triage, automate and resolve customer queries. Instead of a “Book your delivery time slot” text, they use WhatsApp to send a rich message, which contains:
- A branded image
- A link to a 60-second video so the customer knows what to expect on the day
- An interactive button which takes the customer to a branded landing page where they can book their delivery time slot
In addition to a WhatsApp message, customers also receive an email that asks them to select their delivery time slot. This is a great example of a multichannel strategy in action.
4. Ensure your returns policy is clear
When you purchase things online, there’s always the risk that it doesn’t quite fit, the colour’s not right or perhaps it doesn’t look anything like the pictures. And even if you ensure your product information is as detailed and accurate as possible, there’s always a chance that customers will change their minds and want to return their purchase(s).
Make sure that your returns policy is reasonable, simple and clear. Don’t make your customers jump through hoops to return their orders – this can impact your reputation.
Just because a customer returns an item doesn’t mean they’re unhappy. In fact, you can use this opportunity to leave a final positive impression on your customer. According to a UPS study, 61% of European consumers will shop more with a retailer that offers hassle-free returns policies.
5. Go beyond basic transactional messages
In addition to sending transactional emails, why not also build nurturing workflows? Workflows are designed to offer additional customer value. Some examples include:
- How to look after the item
- Tips to get more out of the item
- How other people who have purchased the same item are using it/their experiences
This is the perfect place to promote your best blog content, eBooks and customer stories. You can even personalise campaigns based on the individual customer and their buying/browsing habits.
/Tip: Consider which communication channel your customer might be most receptive to. You can segment customers by their preferred channel. This is yet another way you can tailor your comms to the individual customer.
6. Customise thank you pages to individual customers
Your thank you page is the first thing your customers see post-purchase and unlike emails, nearly every customer will see this page. So, what you put on your thank you page matters. Consider what you could add alongside your basic information (order summary, billing details, delivery address) to start reducing buyer’s remorse.
For example:
- FAQs about the product purchased
- How-to articles
- Welcome video
- Customer reviews
If you want to take your thank you page to the next level, you could even personalise it to the individual customer. For instance, add content tailored to the product purchased. Let’s say you’re a retailer that specialises in leather goods. If a customer buys a bag, you could include:
- Leather care tips – help customers maximise how long their bag lasts
- “What’s in my bag” video series – recorded by customers, influencers and even your employees with the aim of showing how much the bag can fit
- How to style the bag – help customers get more wear out of the bag
If a customer buys a pair of leather shoes, the “What’s in my bag” videos won’t be relevant but you can still include the leather care tips and the “How to style” series.
7. Design a memorable unboxing experience
The unboxing experience is important in e-commerce and will help to reduce dissonance. This is the first time your customers will physically interact with your products so unboxing is your best shot at delivering a memorable first impression.
Phone manufacturers are arguably one of the best examples of great unboxing experiences. Apple, for example, has set the benchmark. With its sleek white packaging, contrasting black logo and high resolution product imagery, customers experience the product in 2D before opening the package, which effectively builds anticipation.
Your unboxing strategy will obviously depend on your brand image and what you sell. You don’t have to go as far as Apple, but even something as simple as adding a low-cost item as a free gift can go a long way. For instance, if you sell candles, add in some tea lights that are a similar or complimentary scent to what the customer ordered.
Or, how about a handwritten thank you note?
Ready to make this campaign your best performing yet?
During peak trading season, while consumers prepare to hunt for bargains and/or splurge, businesses get ready to ensure their products and promotions are the ones that consumers notice first.
But of course, it’s not just about getting consumers over the purchase line. It’s about getting them through that 30-day returns period and helping ease their worries so buyer’s remorse and post-purchase dissonance are kept at bay.
To learn more about common customer service pitfalls and the top five factors customers value when they reach out to businesses, download our report below.
luke jones
With a background in working mostly for SaaS startups, Luke works directly with end users to support and onboard product. Currently Solutions Consultant Lead, he works behind the scenes to enhance processes and develop products with customer experience in mind.
