A regular dose of D2C-centric resources & tools for Growing Brands, Startups & Entrepreneurs.

If your Post Purchase Visibility SUCKS…

So will your RETENTION!

Meaning, a clear view of a brand's intricate operational structure is essential to ensure the smooth functioning of supply chains and customer satisfaction.

And Data transparency or Data Visibility plays a crucial role in enhancing the resilience of brands.

Data visibility pertains to the seamless accessibility for you to monitor, present, and analyse data; derived from diverse sources across the customer journey - mainly post purchase, because that’s where lies the key to retention.

The “Data to focus” on comes from 4:

1. Customer Relationship Management (CRM)

2. Inventory Management

3. Returns Management, and

4. Logistics Management

The Data includes…

1. Product Performance:
   
   Analyse data related to individual product performance, including sales volumes, customer reviews, and returns.
   
   This information can help identify popular products, assess the need for product improvements, and inform inventory management decisions.
   

2. Customer Feedback:

   1. Because 90% of consumers read online reviews before making a purchase decision

   2. 86% of consumers hesitate to purchase from a business with negative online reviews

   3. Companies that actively gather and utilise customer feedback outperform competitors by 58%
      

3. Checkout Data:

   1. To understand the payment method preferred

   2. Address previous used

   3. Products to upsell during checkout etc
      

4. Purchase History: 

   1. Because analysing purchase behaviour can help identify cross-selling and upselling opportunities, leading to increased revenue

   2. 49% of consumers have made impulse purchases after receiving personalised recommendations

   3. Repeat customers generate 40% of a brand's revenue, despite making up only 8% of its customer base
      

5. Customer Lifetime Value (CLV):
   
   Calculate the CLV, which is the predicted net profit attributed to a customer over their entire relationship with your brand.
   
   By understanding the CLV, you can determine the profitability of different customer segments and allocate resources accordingly.

   1. Repeat customers have a 60-70% chance of converting, while new customers have a 5-20% chance

   2. Acquiring a new customer is 5-25 times more expensive than retaining an existing one
      

6. Return and Refund Data:

   1. Because a seamless return process can increase customer loyalty, with 92% of consumers likely to buy again from a retailer with an easy return policy

   2. 67% of consumers check the return policy before making a purchase

   3. 58% of consumers expect a hassle-free return process
      

7. Average Order Value (AOV):
   
   Calculate the AOV to understand the average amount customers spend on each transaction.
   
   Analysing AOV can help identify opportunities to increase sales through strategies like cross-selling, upselling, or offering bundle deals.
   

8. Mobile Usage Data:
   
   If you have a mobile app, track user behaviour within the app, such as time spent, features used, and purchase patterns.
   
   This data can provide insights into mobile app engagement and help optimise the app experience.
   

9. Social Media Mentions Etc:
   
   Monitor social media platforms for mentions of your brand, products, or customer experiences.
   
   Analysing social media conversations can provide valuable insights into brand sentiment, user-generated content, and potential influencers or brand ambassadors.

   1. 88% of consumers trust online reviews as much as personal recommendations

   2. User-generated content has a 4.5% higher conversion rate compared to non-user-generated content

   3. 74% of consumers rely on social media to guide their purchasing decisions
      

10. Customer Journey Analytics:
    
    Analyse the customer journey from initial website visit to post-purchase interactions.
    
    This data can help identify bottlenecks or areas where customers drop off, allowing you to optimise the user experience and increase conversion rates.
    

Other forms of Post-purchase Data Visible to you includes…

1. Customer Engagement Metrics

2. Customer Demographics:

3. Customer Support Interactions

4. Customer Segmentation

5. Referral Data

6. Channel Performance

7. Customer Retention Rate

8. Abandoned Cart Data

9. Social Proof Metrics

10. Customer Satisfaction & Net Promoter Score (NPS)

Benefits of Post-purchase Data Visibility?

1. Data-Driven Decision Making: 
   
   By analysing data on customer behaviour, satisfaction levels, and trends, brands can make data-driven decisions related to product development, marketing strategies, customer support improvements, and overall business growth.
   

2. Enhanced Customer Understanding: 
   
   Post-purchase data visibility enables brands to gain deeper insights into customer behaviour, preferences, and satisfaction levels.
   

3. Improved Customer Experience: 
   
   With post-purchase data visibility, brands can track and monitor the entire customer journey, from initial purchase to post-purchase interactions.
   

4. Improved Inventory Management: 
   
   By analysing purchase patterns, return rates, and demand fluctuations, brands can optimise stock levels, reduce stockouts, and improve fulfilment efficiency, leading to better customer satisfaction and cost savings.
   

5. Effective Personalization: 
   
   Access to post-purchase data allows brands to personalise their interactions and offerings to individual customers.
   

6. Targeted Marketing Campaigns: 
   
   Post-purchase data visibility enables brands to segment their customer base and create targeted marketing campaigns.
   

7. Customer Retention and Loyalty: 
   
   By understanding customer preferences, addressing pain points, and providing personalised experiences, brands can foster long-term relationships with customers, leading to increased customer loyalty and repeat purchases.

Overall, post-purchase data visibility empowers D2C brands in the Indian e-commerce market to optimise operations, and deliver exceptional customer experiences, thereby driving business growth and success.

That’s the Pragmatic way.

Optimising with the Data from 450+ D2C brands.

That’s the end of our talk on “D2C’s lack of Post-Purchase Visibility”...

☕ See you on the next coffee date!

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