Competitive Advantage:

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Focusing on post-purchase behaviour can give a business a competitive advantage. By providing exceptional customer service and support after purchase, businesses can differentiate themselves from competitors and stand out in the marketplace.
Lower Costs: Positive post-purchase behaviour can also lead to lower costs for businesses. Satisfied customers are less likely to require refunds, returns, or customer service support, which can save the business time and money.
Better Insights: Measuring post-purchase behaviour can provide businesses with valuable insights into customer preferences, needs, and pain points. This can help businesses improve their products, services, and customer support to better meet customer needs and expectations.
Measuring Post-Purchase Behaviour
It is important to measure the post-purchase behaviour of every customer to understand what they liked about your brand, what they didn’t like, and what improvements can be made to trump your competitor. This can be done lebanon phone number list through avenues like surveys, customer feedback, and repeat purchase tracking. One of the most commonly used metrics for measuring customer satisfaction and loyalty is Net Promoter Score (NPS). It asks customers to rate the likelihood of them recommending the product or service to others on a scale of 0-10. Other metrics like Customer Effort Score (CES) and Customer Satisfaction Score (CSAT) can also be used to gauge post-purchase behaviour.

Steps to Improve Post-Purchase Behaviour
Post-purchase dissonance occurs when customers experience cognitive dissonance or conflicting thoughts and feelings after making a purchase. This can happen when customers are not sure about the purchase, regret making the purchase decision, or feel like they paid too much. To correct post-purchase behaviour and improve customer satisfaction, here are some steps that businesses can take.