The document discusses strategies for increasing customer loyalty and repeat purchases. It emphasizes the importance of communication throughout the customer journey, from the thank you page after purchase to follow up emails after shipping. It recommends filling "the gap" between purchase and delivery with personalized, targeted messages to remind customers why they made the initial purchase and strengthen their relationship with the brand. The document also stresses the impact of packaging on customers' first physical interaction with a brand and their likelihood of repeat purchases and social sharing.

1. Extraordinary CX:
Today’s Guest:
Tommy Walker
Editor-in-Chief of the Shopify Plus Blog
Webinars
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Turn first-time buyers into loyal customers

3. Buyer ≠ Customer

14. So How Do We Start
Increasing Repeat Purchases
Immediately?

15. “In a relationship the details are
everything because they remind you -
just when you need to be reminded most
- why you fell in love in the first place.”
Mike Gayle
Author of His N’ Hers

16. Filling “The Gap”

22. bit.ly/1Zt5VLz

23. bit.ly/1Zt5VLz

24. Thank You Page

32. The Order Confirmation &
Shipping Confirmation Email

36. “In a relationship the details are
everything because they remind you -
just when you need to be reminded most
- why you fell in love in the first place.”
Mike Gayle
Author of His N’ Hers

39. “Purchasing something and receiving a receipt is
an age-old interaction. It’s become a habitual
thing that we don’t even think about. When
someone buys something online, they still expect
to receive a receipt.”

46. Post-Shipping Sequence

47. 1 Day After

48. 1 Day After1 Day After
2 Days After

49. 4 Days After

50. 5 Days After

51. Day After
Product
Arrives

52. Email #1: We received your Home Try-On order no. 101767816

53. Email #2: Right on track

54. Email #3: 954 questions later

55. Email #4: Touchdown

56. Email #5: Signed, sealed, delivered

57. Email #6: First impressions and second opinions

58. Email #7: That was fast

59. Email #8: Help is on the way

60. Email #9: Nice job

62. The Unboxing Experience

63. Packaging Matters a Great Deal
• First physical interaction with your brand
• Tactile interactions increase sense of ownership
• 52% of consumers are likely to make repeat purchases from retailers with unique
packaging
• 40% of people would share to social media if packaging was unique

73. bond.co

75. Thank You

76. Questions?
Check out the Shopify Plus Blog at shopify.com/enterprise
Questions about UserTesting?
Email adam@usertesting.com
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