Why Users Bounce After Checkout — And How to Keep Them Coming Back

Post-checkout customer retention is the biggest hidden revenue driver most eCommerce businesses ignore. While brands spend heavily on acquisition, nearly 70% of customers disappear after their first purchase—never to return again.

Proven Tactics To Stop Losing Customers After Checkout

Each owner of an eCommerce business longs for a loyal, ever-growing base of highly satisfied customers. But the reality is that the average eCommerce business loses ~70% of their customers immediately after purchase, and the remaining customers are unlikely to return. If your business is not adressing this issue constantly, you are losing revenue. However, the good thing is that with a few advanced customer engagement solutions, you can turn these customers into loyal, repeat buyers. Best of all, these solutions can be integrated into your mobile app, which is built within minutes with Twinr Studio.

Think about all the good eCommerce businesses that send follow-up emails after a purchase and try to offer discounts for future purchases. Still, it’s likely that the customer will remain a one-time buyer. Why? And even more importantly, how can you proactively find the answer? It’s about so much more than securing the purchase; it’s about securing a lasting relationship. You would not be the first business to be losing a huge number of repeat customers due to hidden issues.

What Causes Customers to Bounce After Checkout?

Though winning the sale might appear to end the selling cycle, it rarely is. There is a retention phase after the sale that is critical to the sales cycle. Because of the tactics that many eCommerce stores use, they see sales, but invisible roadblocks keep these one-time buyers from becoming repeat customers, a vital piece of the sales cycle.

There are several common reasons gaps are created in the after-sale engagement that result in the post-checkout bounce. These include:

• Absence of Customized Interactions: Customers lose connection with a brand after one-sided communication. Emails that are not personalized, or confirmation emails that are computer-generated are signals they are not valued and they will disengage.
• Void or Confusing Shipment Information: Inconsistent communication and vague details around service or product delivery cause friction and loss of trust. Customers need detailed information regarding shipping costs, the estimated delivery date, the shipping method, and if they will receive a tracking link for future in-transit visibility.
• Perceived Incentives: Customers need a reason to come back after their first purchase. It is crucial to provide loyalty programs, engagement techniques, and other incentive activities to keep one-time buyers from getting lost in the sales funnel cycle.
• Inactivity of Communication System: Limiting the communication to either email or SMS slows up the sales cycle. Consider using app notifications to communicate with consumers and receive higher engagement.

Many companies miss the boat if they continue to use email as the only post purchase communication tool. It is a costly mistake not to employ new communication technologies.

Why Customer Loyalty and Retention is Important

After spending time and money acquiring a new customer, your focus should be to build a strong, ongoing relationship with them. Retaining a customer is significantly less expensive, costing 5-25x less than acquiring a new one, according to Harverd Businsess review. Mobile apps give business the ability to connect with customers and build relationships off an initial sale. With features like Loyalty Promotions and Direct Marketing, businesses are more likely to complete ongoing transactions with customers.

Overtime data on mobility apps to digital shopping showed they increased customer engagement by 30%. MobiLoud research showed 20% more customer engagement increase with the distribution of marketing notifications. Focusing business marketing on regular notifications, customer engagement with the business plate is ensured on a daily or multiple times daily basis.

Strategies to Reduce Post-Checkout Bounce and Increase Customer Retention

1. Apps that Increase Customer Loyalty and Retention

The initial purchases does not have to be the last one. Mobile apps that focus on loyalty increase the ability of a business to build and maintain strong customer relationships by ofering personalized promotions and customer service. Built in loyalty functionality allows businesses to reward customers on a more regular basis, encouraging customers to re-engage more often. Mobile apps also allow businesses to send instant sales promotions and customer service notifications, increasing customer engagement rates. Apps that increase customer loyalty can also significantly increase retention rates. Unlike ordinary email marketing, apps have higher customer engagement as higher email click rates. Imagine the marketing and customer service potential of an instant tailored promotional notification after a customer purchases. They not only increase retention rates but also extend the relationship.

Example: If a customer places an order and immediately receives an app notification offering a 10% discount on their next purchase, they will feel a greater sense of urgency and value and may be persuaded to order again.

With Twinr no-code software, anyone can enhance their website to a fully integrated premium mobile app with push notifications, loyalty rewards, and customized discount offers in a matter of minutes – no programming skills needed.

2. Make your notifications timely and personalized

The best time to notify buyers is immediately after they have made a purchase, as they will be most receptive to communication at this time. If they have a tracking app for their order, they will appreciate a quick note thanking them and letting them know they have been properly acknowledged.

Tip: If a customer has made a purchase and is then inactive for a significant period of time, notification of an upcoming sale can be an effective means of communication to get them to re-engage. Other sales may follow, however, for a customer who purchased a set of running shoes, be sure to (as a sale notification) prominently feature any of your new winter athletic attire.

Twinr gives you the opportunity to enhance your app with sophisticated messaging that you can customize and schedule based on your moving targets.

3. Include How you will reward Continuing Engagement

Loyalty rewards programs create loyal customers, and those customers spend, on average, 67% more than new customers (Forrester). Points programs, tiers based on spending, and exclusive app discounts are effective means of increasing interactivity.

Pro Tip Focus on making special offers for your most loyal customers as identified by the app analytics.

4. Simplify Reordering & Support Your Customers

Your app can be set up to simplify the reorder process. Features like one-click ordering, saved favorites, or loyalty badges can be added. Customers appreciate quick access to the reorder button.

Why Twinr? If you are looking for an easy to use app to set up your reorder flows, create loyalty zones, or send highly targeted push notifications, Twinr’s intuitive interface can be used to set up and manage your app without any technical know-how.

Measuring Success & Optimizing for Retention

Dashboards, like the one Twinr provides to its users, are excellent tools for tracking repeat visits, engagement, and churn, which are all key to your strategy.

Key metrics for tracking:

• Customer Retention Rate
• Repeat Purchase Value
• Engagement Rates on Push Notifications
• Customer Lifetime Value (CLV)

Adjust your strategy using the metrics to make small changes to the timing and offers presented, or user interface, to reduce post-purchase drop off and increase reorders.

Post-Recruit Engagement and Customer Loyalty Through Software Applications

Apps drive customer loyalty and post-purchase engagement, more than websites (3-4 times more), according to Statista, because push notifications are highly targeted and persistent. Successful apps keep customers engaged and top of mind.

Example: A nearby boutique used Twinr to add a loyalty program and push notifications. After three months, there was a 25% Increase in customer repeat purchase behavior and a significant increase in customer lifetime value.

What is the value of this? Changing your website into a native app, offers the channels available, the disengaged customer, personal options to turn them from a one-time buyer into a devoted customer.

Conclusion: Customers Should NOT Leave and NOT Come Back

Your store’s value multiplies from new customer acquisition of one-time buyers, to a multi-purchase customer. Native apps with Twinr’s no-code platform empower you to deliver post-purchase engagement that drives repeat business and makes your customers feel valued.

Stop letting your competitors drain your loyal customers, start your app today, and gain the ability to repeat sales.

[Twinr is free, and coding is not a requirement to get started!]

FAQs:

Q1: How is an app an effective tool for stopping the post-purchase bounce?

Having an app provides you the ability to communicate through push notifications, customized offers, and loyalty programs that brings your store to the forefront, enabling follow-through that an email blast cannot accomplish.

Q2: Which functionalities on an app help to retain a customer?

The top proven engagement functionalities on an app that lead to repeat purchases are: push notifications, loyalty programs, easy repeat purchasing, and real-time tracking alerts.

Q3: How long does the process take to convert my website into an app?

If you use Twinr, you can convert your website into a native app in a matter of days, and you don’t need any technical skills. Once your app is ready to launch the engagement with your customers can start.

Q4: How do spendable loyalty programs positively affect repeat purchases?

Loyalty programs that spend like cash and are awarded through engagement in the app, especially with timely notifications, improve the likelihood of ongoing engagement with the app and subsequent purchases.

Q5: What do you think is the biggest reason leading to post-checkout bounce?

The biggest reason for post-checkout bounce is ignoring ongoing engagement with customers. They want interaction. They want communication. They want ongoing incentives to stay engaged. If you don’t do these things, your customers will drift away.