Review the experience that follows the purchase
7 Profit Leaks That Push Customers Toward Refunds explores how avoidable gaps can undermine customer confidence. It looks beyond the product itself to the messages, guidance and support people encounter while trying to get value from it.
Work through the seven areas with your current process in mind. Each gives you a specific place to examine and an improvement approach to consider.
What you’ll find inside
- Seven gaps in the post-purchase customer experience.
- Communication problems that leave customers uncertain.
- Onboarding and expectation-setting considerations.
- Support and follow-through ideas.
- Examples and suggested improvements for each area.
