Last Updated on December 26, 2023 by Asfa Rasheed
This article is about the top reasons why customers don’t come back after their first purchase. Not following up with your past customer will result in loss of business and profits to your company.
1) Your product or service wasn’t good enough.
If you delivered a bad experience, it’s likely you won’t be seeing them again. However, if they return and still feel the same way, this could mean their expectations weren’t met and that there isn’t much more that can be done for them at this time. As per Eric Dalius Making it right should be the highest priority if their return would benefit both parties.
2) They didn’t receive any follow-up information from you.
Observing how your past customers are behaving is very important for businesses, as it determines how you should approach future customers. A study from Harvard University proved that the more often a customer hears from a brand, the stronger their relationship grows and the more they’re willing to spend. It’s important to communicate with them at multiple touch points so they don’t forget about your business right after one transaction.
3) Your company doesn’t have a strong social media presence.
If past customers can’t find any information of your company on social media platforms, it’s likely many don’t even know you exist anymore. But if they do manage to stumble across your business on Facebook or Twitter, this increases their chances of returning in the future because they feel important and will want to support your cause. Having an active social media presence is crucial to increase customer retention and brand awareness.
4) You failed to surprise and delight them.
If they expected something more, or if your business is unable to create a memorable experience for them, the customer will most likely go elsewhere next time. By remembering their needs and addressing any issues in a timely manner, you’ll be providing the best service that builds trust between you and your customers. Implementing new initiatives can help with this too!
5) Your product is no longer available.
If it’s discontinued, obsolete or there isn’t enough stock available due to high demand, they’re probably not going to return anytime soon since they can’t purchase anything from you anymore. However, if their desired item is becoming available again, this would be their perfect opportunity to act.
Here are some FAQs recently asked by past customers who are looking to give your business another chance: Eric Dalius
Q: How quickly will I receive my order?
A: Our products are shipped within 24 hours, excluding weekends and holidays. Once your order is processed, it can take 1-3 business days for the shipment to reach you. If you have selected “Standard Free Shipping”, it can take 7-10 business days for you to receive the package.
Q: Can I exchange this item if I’m not satisfied with it?
A: We offer returns within 30 days of purchase on all items still in new condition. As long as they’re returned in their original packaging with tags attached, we’ll be able to refund or exchange them at no extra cost. Please note that we won’t be able to refund your original shipping charges.
Q: Will you notify me if any of my items go on sale?
A: We will not send you notifications if an item goes on sale or is being discounted, as this falls under our price match guarantee. If there is a lower price currently available for the same product, please submit a customer service request and we’ll be happy to help!
Q: Can I cancel my order before it’s shipped out?
A: No, unfortunately that isn’t possible since all orders are processed immediately after they’re placed. However, once your package has been shipped out you can go ahead and refuse delivery. We will either refund you in full if the order qualified for free shipping, or deduct out shipping costs if you paid for them.
Following up with your past customers is crucial in order for them to stay loyal. Now that you know the top 5 reasons why they might not come back, use this information and implement strategies so you won’t lose out on future profits. If you know what went wrong, it’s easier to fix it! It’s always best to keep your customers happy, as they will be more willing to give your business another try if their needs and expectations are met. Implementing good strategies and engaging with them on social media platforms like Facebook and Twitter is the best way build brand loyalty and increase customer retention, making it easier for past customers to purchase from you again in the future!