Why Indian start-ups should invest in creating a post-buying experience

What is the post-purchase customer experience?

Post-purchase customer experience refers to the way a company or brand interacts with its customers after making a purchase. Keeping customers happy after purchase is imperative to retain them and strengthen future purchases.

Why should Indian start-ups invest to create a post-buying experience? experts weigh in

Ankur Agarwal, Co-Founder and Managing Director, LaunchMyCareer

“It is important to develop healthy customer relationships by providing them with consistent experiences. As markets become increasingly consumer-driven, startups must invest time and resources to strengthen the post-purchase experience. Consumer Journey There is a personalized experience at each of our touchpoints. Going a long way in strengthening customer relationships.”

Delphine Varghese, Co-Founder of Ad-County Media

“Research shows that after a negative experience, 50% of customers will move to a competitor. In the face of many negative experiences, that percentage snowballs to 80%. A seamless and positive customer experience stems from brand loyalty. is closely linked and gives companies a competitive advantage. An existing customer is 14 times more likely to buy your product than a new product. Additionally, a positive experience from a brand increases its verbal marketing probability by up to 70% Plus, a 5% increase in customer retention leads to a 25-90% increase in profits.”

Lokendra Singh Ranawat, CEO, WoodenStreet

“Creating a post-purchase experience indicates whether the overall service meets customer needs and expectations, which also determines whether customers will return to the brand in the future.

Word of mouth returning customers is very important to a brand, and investing in post-purchase activity helps drive engagement, build loyalty and trust, and ensure optimal consumer behavior. So improving the post-purchase experience can be a great customer retention exercise.”

Sahaj Chopra, Director and Co-Founder Fat Tiger

“Indian start-ups are the bloodline of the current economic situation. With COVID and lockdown in picture, the way things have worked in the past years, customers have become more receptive to the experience they get from various services. With startups making up for almost all the problems and gaps that exist in the midst of the market, they should invest towards creating a post-purchase experience. Developing a post-purchase experience helps in building a strong customer base and in turn will help businesses earn the loyalty of their customers. Investing in this domain will help project a dedicated picture of startups and help them survive in the harsh market.”