A customer browsed your online shop, picked a digital product, and went all the way through the checkout process without abandoning their shopping cart. Yay! Your job is done here. Right?
Wrong! Your customer’s journey does not end once they buy from your store. You might’ve nabbed a sale, but you still have work to do. Let’s talk about some very important next steps you should take after someone buys your digital product.
Once your customer’s payment goes through, the digital product you created is on its way to them. They’re expecting an email from you, which means there is a much higher chance that they’ll open that email right away. (Not ignore it or delete it like they might with your newsletter, just sayin’.)
You have an opportunity to start nurturing your relationship with your customer with this email, which is called a transactional email, BTW. Transactional emails are order confirmations, delivery notifications, download confirmations, and thank yous.
People are more likely to open transactional emails, so what should you include in them?
Put yourself in your customers’ shoes. What would you look for in a transactional email after buying a digital product? What kind of resources would take that email to the next level?
Your transactional email is sent, so now your job is done, right? Nope! I like to send additional follow-up emails that deliver value to my customers. Your focus here is not to sell, but to be trustworthy and helpful. You want to keep strengthening that bond with your customer.
For example, why not share a case study or review of how another customer successfully used your product? This type of follow-up email reassures your customer that they made the “right” decision in purchasing your digital product. And it can inspire them to use it.
Or, you could share fun hacks or handy tips for getting the most out of your digital products. Remind your customer of how valuable and worthwhile their purchase was.
Here’s one last email you can send in this sequence to turn a happy customer into a loyal customer. Ask them for feedback. I shouldn’t have to say this but I will anyway: listen to what they say.
And if there’s an opportunity to reply, answer a question they have, thank them for their opinion, or even apologize if they had a bad experience, do it! You can start a conversation with your customer this way and improve your biz.
People assume that creating and selling digital products is a one-and-done event — you don’t have to do anything after you make the sale. Don’t fall into this trap, though.
By sending helpful transactional emails as well as valuable follow-up emails, you not only show your customers you care and value them, you make their overall experience with your shop and brand a little more customized and personal.
When you have happy customers who can expect excellent service and care from your brand, they’ll talk about it! Positive word of mouth turns into more sales, even more happy customers, and…well, you get the idea!
You now know how to deliver an amazing customer experience after someone purchases your digital products, but how do you get them to your shop in the first place? Boosting your site traffic and growing your digital product shop is a lot easier said than done. To help you out, I outlined some simple steps you can take to grow your digital product shop in the video below. Check it out!