Reduce Buyer’s Remorse
1. Build relationships by keeping your word and the benefits offered initially.
You’ll increase the lifetime value of your customer if you cultivate the relationship beyond the initial purchase.
2. Send an email within 24 hours of sale. Include email addresses, phone numbers, blog, and social media links.
The best onboarding protocols include a welcome email.
3. Let customers know how their account will be handled, next steps, and invoicing.
Set realistic expectations; under-promise and over-deliver. Focus on how the product or service will benefit customers or improve their lives.
4. Create a complete customer profile and pass it along to your team.
Include anything about the new customer’s expectations and pain points to ensure consistency.
5. Create and promote user groups such as social media groups or user forums.
Customers enjoy sharing useful information with other like-minded consumers. Hearing about positive experiences from other customers helps reduce feelings of regret or remorse.
6. Respond to questions quickly and accurately. This can make or break customer satisfaction ratings.
Ensure consistency of experience and information across channels. Make it easy for users to start an engagement on social media, or chat and continue on the phone.
7. Avoid pressuring people into buying by using dark patterns, and offer a way to undo a decision if they regret it.
For example, a generous return policy ensures that consumers feel more confident in their buying decision and are less likely to regret their purchases.
8. Explain the purchase in plain language and upfront.
Avoid hiding information in small print or legal terminology.
9. Provide customers with information about your niche via your company blog, social media, white papers and so on.
This helps the user make better decisions and establishes you as a thought leader in your field.