{"id":94236,"date":"2021-01-28T08:10:24","date_gmt":"2021-01-28T16:10:24","guid":{"rendered":"https:\/\/thegood.com\/?post_type=insights&#038;p=94236"},"modified":"2025-05-21T12:55:09","modified_gmt":"2025-05-21T19:55:09","slug":"post-purchase-offers","status":"publish","type":"insights","link":"https:\/\/thegood.com\/insights\/post-purchase-offers\/","title":{"rendered":"Boost Your Customer Loyalty and AOV With Post-Purchase Offers"},"content":{"rendered":"\n<p><strong><em>Special Note: <\/em><\/strong><em>This article was inspired by an episode of our podcast, <\/em><a href=\"https:\/\/thegood.com\/podcast\" target=\"_blank\" rel=\"noreferrer noopener\"><em>The Ecommerce Insights Show<\/em><\/a><em> with Jordan Gal (<a href=\"https:\/\/rallyon.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Rally<\/a>). We go into much more detail here than we did on the show, but you might enjoy listening to the original conversation and subscribing to receive future episodes.<\/em><\/p>\n\n\n\n<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/ebe84f55\"><\/iframe>\n\n\n\n<p><\/p>\n\n\n\n<p>What is the key to growing your ecommerce revenue?<\/p>\n\n\n\n<p>The obvious response is, \u201cattract more customers,\u201d but let\u2019s not jump to conclusions. According to research from Adobe, as much as <a href=\"https:\/\/www.adobe.com\/ca\/experience-cloud\/digital-insights\/digital-economy-index.html\" target=\"_blank\" rel=\"noreferrer noopener\">41% of a store\u2019s revenue comes from only 8% of its customers.<\/a>&nbsp;<\/p>\n\n\n\n<p>What does that mean to you?<\/p>\n\n\n\n<p>Making investments in attracting new customers and growing your audience is worthwhile, but the growth lever you should really be focused on is increasing the lifetime value of your existing customers.<\/p>\n\n\n\n<p>How do you increase lifetime value? You get customers to stick around longer. In other words, you earn their loyalty through outstanding customer experiences.<\/p>\n\n\n\n<p>There are many strategies you can use to increase customer loyalty. For example, you could double-down on customer research, create a membership program, or focus on delivering fast, reliable, pleasant customer support.<\/p>\n\n\n\n<p>These are common approaches to creating loyal customers, but there\u2019s one tactic you may not have thought about: presenting compelling offers immediately post-purchase. It might seem counterintuitive, but asking someone to buy from you again <em>immediately after they make a purchase<\/em> can be a simple, effective way to provide them more value and boost your revenue.<\/p>\n\n\n\n<p>In this blog post, you\u2019ll learn everything you need to know about post-purchase offers, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What are post-purchase offers<\/li>\n\n\n\n<li>The benefits of post-purchase offers for your store<\/li>\n\n\n\n<li>4 examples of post-purchase offers done right<\/li>\n\n\n\n<li>The best practices for getting started with post-purchase offers<\/li>\n<\/ul>\n\n\n\n<p>Sound interesting? Let\u2019s dig in&#8230;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-are-post-purchase-offers\"><strong>What Are Post-Purchase Offers?<\/strong><\/h2>\n\n\n\n<p>Post-purchase offers are additional sales messages that are presented to customers immediately after they complete their purchase. These offers typically focus on items that will complement or upgrade the item that was just purchased.<\/p>\n\n\n\n<p>You\u2019re probably used to seeing a similar feature on Amazon labeled as the \u201cPeople Also Bought\u201d section. The key difference is that those CTAs are presented before you check out, whereas post-purchase offers get out of the way of that initial conversion.<\/p>\n\n\n\n<p>For example, let\u2019s say you\u2019re buying a coffee machine online. As a bonus, the store might recommend that you purchase some coffee filters, a cleaning kit, or subscribe to receive a monthly delivery of their dark roast coffee beans.<\/p>\n\n\n\n<p>In this scenario, everybody benefits from post-purchase offers. The customer gets access to other products that will improve their experience with the coffee machine \u2013 potentially at a discount \u2013 and the coffee brand increases the total value of that shopping experience.<\/p>\n\n\n\n<p>\u201cWhen you buy something and click on the buy button, you are at your most euphoric moment,\u201d says Jordan Gal, CEO at <a href=\"https:\/\/carthook.com\/\">Carthook,<\/a> an upselling tool for Shopify stores. \u201cThat\u2019s a good time to make an offer. If you can set up your offer in a way wherever it\u2019s beneficial for both parties, then everybody wins.\u201d<\/p>\n\n\n\n<p>There are two different types of post-purchase offers: up-sells and cross-sells. With up-sells, customers upgrade to a more expensive version of your product. Cross-sells, on the other hand, invite the customer to only add an item to their existing shopping cart.<\/p>\n\n\n\n<p>So, to keep our coffee example going, an up-sell would involve offering to upgrade the customer to a higher priced model of coffee machine, or perhaps sell them an attachment to also grind their beans. Conversely, a cross-sell would involve selling them coffee beans, filters, or other complementary products.<\/p>\n\n\n\n<p>Regardless of how they are implemented, the main goal of post-purchase offers is to increase average order value <em>without<\/em> compromising the initial conversion. If you present your offer before the purchase is completed, you risk overwhelming your customer with information or an increasing total cost.<\/p>\n\n\n\n<p>By getting customers to add more to their shopping cart <em>after<\/em> they make an initial purchase, you catch them when their brand affinity is highest and make it easy for them to make an additional purchase with confidence.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-post-purchase-offers-need-to-be-part-of-your-strategy\"><strong>Why Post-Purchase Offers Need to Be Part of Your Strategy<\/strong><\/h2>\n\n\n\n<p>Optimizing the <a href=\"https:\/\/thegood.com\/insights\/post-purchase-experience-optimization\/\" target=\"_blank\" rel=\"noreferrer noopener\">post-purchase experience<\/a> is vital to retaining customers and driving repeat sales. Here\u2019s why upselling and cross-selling needs to be part of your game plan:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-reason-1-it-s-easier-to-sell-to-existing-customers-than-new-ones\"><strong>Reason #1: It\u2019s Easier to Sell to Existing Customers Than New Ones<\/strong><\/h4>\n\n\n\n<p>Don\u2019t get me wrong, engaging new customers is vital for business. But stores are so focused on \u201cfilling the funnel\u201d that they forget one crucial thing: there is an untapped well of revenue, referrals, and customer feedback right under their nose.<\/p>\n\n\n\n<p>Your existing customer base represents your most significant source of potential revenue. In fact, it\u2019s <a href=\"https:\/\/www.issgovernance.com\/market-intelligence\/market-metrics\/\" target=\"_blank\" rel=\"noreferrer noopener\">60 &#8211; 70% easier to sell to an existing customer<\/a>. What are your odds of successfully selling a new-to-file customer? Probably somewhere between 2% and 15%, if you\u2019re lucky.<\/p>\n\n\n\n<p>With post-purchase offers, you\u2019re targeting the prospects most likely to convert. In fact, when <a href=\"https:\/\/310nutrition.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">310 Nutrition<\/a> started providing customers with post-purchase offers, they were able to <a href=\"https:\/\/carthook.com\/blog\/how-310-nutrition-gets-30-of-customers-to-say-yes-to-their-post-purchase-upsell-offers\" target=\"_blank\" rel=\"noreferrer noopener\">get 30% of their customers to say yes<\/a> to buying an additional item.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-reason-2-it-boosts-your-store-s-revenue\"><strong>Reason #2: It Boosts Your Store\u2019s Revenue<\/strong><\/h4>\n\n\n\n<p>Without post-purchase offers, you\u2019re leaving a mountain of potential sales on the table. When implemented correctly, it\u2019s a low demand, high yield tactic that can significantly improve your earnings.<\/p>\n\n\n\n<p>For example, think about <a href=\"https:\/\/thegood.com\/insights\/reduce-cart-abandonment\/\" target=\"_blank\" rel=\"noreferrer noopener\">abandoned carts<\/a>. If someone initiates and checkout process, but doesn\u2019t buy, what should you do?<\/p>\n\n\n\n<p>You should probably reach out and see if they have any questions or reservations, right? Share some social proof to help build trust and purchasing confidence. Perhaps even offer an incentive or a discount to get them over the finish line.<\/p>\n\n\n\n<p>Doing this consistently tends to motivate as high as 30-50% of these \u201cclose, but no cigar\u201d customers to come back and finish their checkout. But if you don\u2019t contact them, you\u2019re missing out on all of those potential sales.<\/p>\n\n\n\n<p>Post-purchase offers are no different. If all you do is drop your new customer on a \u201cthank you\u201d page and send them a confirmation email, you\u2019re missing a key opportunity to present them with a compelling offer when they are most likely to take advantage of it.<\/p>\n\n\n\n<p>\u201cIf you don\u2019t offer anything post-purchase, you won\u2019t make any money post-purchase\u201d, says Jordan. \u201cBut if you do, roughly 20% of those customers will buy. You\u2019ll make more revenue, have a better average order value, a better return on ad spend, and a lot of your shoppers will be happy for it.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-reason-3-it-creates-more-loyal-customers\"><strong>Reason #3: It Creates More Loyal Customers<\/strong><\/h4>\n\n\n\n<p>When implemented properly, post-purchase offers can be a great way to delight your customers and, as a result, increase their affinity and loyalty for your brand.<\/p>\n\n\n\n<p>The key here is to make your post-purchase offers as relevant and valuable as possible. You are trying to find a mutually beneficial arrangement that helps them get more value out of their product while also increasing the value of their purchase for your business.<\/p>\n\n\n\n<p>For example, if I purchase a grill, you probably don\u2019t want to present me with a post-purchase offer for a tent or a backpack. Instead, you\u2019ll want to highlight items like a propane tank, cooking utensils, or a recipe book. Equip me to have a better experience with my new toy.<\/p>\n\n\n\n<p>By suggesting relevant, personalized post-purchase offers that add value to the customer\u2019s shopping experience, you\u2019re building rapport with them and putting them in an emotional state that makes them more likely to buy from you again or refer a friend.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-examples-of-post-purchase-offers-done-right\"><strong>4 Examples of Post-Purchase Offers Done Right<\/strong><\/h2>\n\n\n\n<p>Now that we\u2019ve covered the benefits of post-purchase offers, you may be wondering what this looks like in action. Here are a few examples of real-world post-purchase offers being used by some of the world\u2019s top ecommerce brands.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-1-dollar-shave-club\"><strong>1. Dollar Shave Club<\/strong><\/h4>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"592\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/image-41.png\" alt=\"dollar shave club home page screenshot, the brand uses post purchase offers to offer better cx\" class=\"wp-image-94238\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/image-41.png 1024w, https:\/\/thegood.com\/wp-content\/uploads\/image-41-300x173.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/image-41-768x444.png 768w, https:\/\/thegood.com\/wp-content\/uploads\/image-41-610x353.png 610w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><a href=\"https:\/\/www.dollarshaveclub.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dollar Shave Club<\/a> is a men\u2019s grooming brand whose flagship offering is a razor and accessories to help improve the shaving experience. They have done an excellent job building a dedicated community of fans through their unique shopping experience.&nbsp;<\/p>\n\n\n\n<p>In the example above, you can see that a customer who buys one of their razors can also purchase additional products, such as post-shave cream, personal wipes, or a body cleanser.<\/p>\n\n\n\n<p>Whether it\u2019s a first-time buying experience or a reminder about their upcoming subscription delivery, Dollar Shave Club frequently uses post-purchase offers to help their customers get an even better shaving experience, which also boosts the company\u2019s average order value.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-2-bombtech-golf\"><strong>2. BombTech Golf<\/strong><\/h4>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"574\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/image-42-1024x574.png\" alt=\"bombtech gold screenshot showing post purchase offers led to most successful product launch ever\" class=\"wp-image-94239\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/image-42-1024x574.png 1024w, https:\/\/thegood.com\/wp-content\/uploads\/image-42-300x168.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/image-42-768x431.png 768w, https:\/\/thegood.com\/wp-content\/uploads\/image-42-610x342.png 610w, https:\/\/thegood.com\/wp-content\/uploads\/image-42.png 1467w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Tyler \u201cSully\u201d Sullivan is the CEO of an ecommerce company called <a href=\"http:\/\/www.bombtechgolf.com\" target=\"_blank\" rel=\"noreferrer noopener\">BombTech Golf<\/a>. In a world where high-priced equipment from stuffy, established brands reigns supreme, BombTech is bringing more affordable options to the public, without sacrificing performance.<\/p>\n\n\n\n<p>Sully decided to try post-purchase offers as part of a campaign to launch one of his new products. Spoiler alert: it turned out to be their most successful product launch ever.&nbsp;<\/p>\n\n\n\n<p><strong>Here are some high level stats about the campaign results:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>They sold over $100,000 in a single day and $600,000 in the first month.<\/li>\n\n\n\n<li>Their conversion rate increased to 45%!<\/li>\n\n\n\n<li>Their abandoned cart rate went down 10%<\/li>\n\n\n\n<li>About 8% of customers claimed the <a href=\"https:\/\/thegood.com\/insights\/jordan-gal\/\">post-purchase offer<\/a><\/li>\n\n\n\n<li>Their average order value increased by $60 (about 43%) over time<\/li>\n<\/ol>\n\n\n\n<p>\u201cOur average order value has gone way up,\u201d says Sully. \u201cLast year, it was about $140&#8230;and now it\u2019s at $200. So it\u2019s much more profitable, and that means we can actually spend more money on advertising to acquire customers and scale way faster.\u201d<\/p>\n\n\n\n<p>And the best part about all of this? Sully describes their post-purchase strategy as \u201cset it and forget it.\u201d Once they got the offers and the checkout flow dialed in, they knew it was profitable, so they put it on autopilot and moved on to the next project.<\/p>\n\n\n\n<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-c842da9 reusable-block-2-column good-question-block\" data-block-id=\"c842da9\"><style>.stk-c842da9{max-width:1500px !important;margin-top:30px !important;margin-bottom:30px !important}.stk-c842da9-column{max-width:941px !important}@media screen and (max-width:767px){.stk-c842da9{--stk-col-order-1:2 !important;--stk-col-order-2:1 !important}}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-c842da9-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-8993c44 horizontal-form-container\" data-v=\"4\" data-block-id=\"8993c44\"><style>.stk-8993c44-container{margin-top:0px !important;margin-right:0px !important;margin-bottom:0px !important;margin-left:0px !important;background-color:#c3ddf0 !important;border-top-left-radius:12px !important;border-top-right-radius:12px !important;border-bottom-right-radius:12px !important;border-bottom-left-radius:12px !important;overflow:hidden !important;max-width:701px !important;padding-top:40px !important;padding-right:35px !important;padding-bottom:40px !important;padding-left:35px !important}.stk-8993c44{margin-top:0px !important}.stk-8993c44-container:before{background-color:#c3ddf0 !important}@media screen and (max-width:1023px){.stk-8993c44-container{padding-bottom:60px !important}}@media screen and (max-width:767px){.stk-8993c44-container{padding-bottom:60px !important}}<\/style><style class=\"stk-custom-css\">.stk-8993c44 figure{margin:0 !important}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-8993c44-container stk-hover-parent\"><div class=\"stk-block-content stk-inner-blocks stk-8993c44-inner-blocks\">\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-791f1b3\" id=\"span-style-color-0277-c-0-class-stk-highlight-enjoying-this-article-span\" data-block-id=\"791f1b3\"><style>.stk-791f1b3{margin-bottom:12px !important}.stk-791f1b3 .stk-block-heading__text{font-size:36px !important;color:#ffffff !important}@media screen and (max-width:1023px){.stk-791f1b3 .stk-block-heading__text{font-size:36px !important}}@media screen and (max-width:767px){.stk-791f1b3 .stk-block-heading__text{font-size:24px !important}}<\/style><h3 class=\"stk-block-heading__text has-text-color has-text-align-center\"><span style=\"color: #0277c0;\" class=\"stk-highlight\">Enjoying this article?<\/span><\/h3><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-30f99ae\" data-block-id=\"30f99ae\"><style>.stk-30f99ae{margin-bottom:20px !important}.stk-30f99ae .stk-block-text__text{color:#ffffff !important}<\/style><p class=\"stk-block-text__text has-text-color has-text-align-center\"><span style=\"color: #000000;\" class=\"stk-highlight\">Subscribe to our newsletter, Good Question, to get insights like this sent straight to your inbox every week.<\/span><\/p><\/div>\n\n\n\n\t\t\t\t\t\t<script>\n\t\t\t\t\t\t\twindow.hsFormsOnReady = window.hsFormsOnReady || [];\n\t\t\t\t\t\t\twindow.hsFormsOnReady.push(()=>{\n\t\t\t\t\t\t\t\thbspt.forms.create({\n\t\t\t\t\t\t\t\t\tportalId: 5834619,\n\t\t\t\t\t\t\t\t\tformId: \"64ede74e-e88f-44c7-996f-78859799755a\",\n\t\t\t\t\t\t\t\t\ttarget: \"#hbspt-form-1768311091000-9197453602\",\n\t\t\t\t\t\t\t\t\tregion: \"na2\",\n\t\t\t\t\t\t\t\t\tcssRequired: \".submitted-message { overflow: auto; } .hs-form-88422a7d-0355-4f27-b674-4b9fcc71560c, .hs-form-ac90f61a-a614-4bcd-b57a-18cd0e91ceff { color: #fff }\",\n\t\t\t\t\t\t\t})});\n\t\t\t\t\t\t<\/script>\n\t\t\t\t\t\t<div class=\"hbspt-form\" id=\"hbspt-form-1768311091000-9197453602\"><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-3-kettle-fire\"><strong>3. Kettle &amp; Fire<\/strong><\/h4>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"572\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/image-43-1024x572.png\" alt=\"kettle &amp; fire mushroom chicken broth landing page screenshot\" class=\"wp-image-94240\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/image-43-1024x572.png 1024w, https:\/\/thegood.com\/wp-content\/uploads\/image-43-300x168.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/image-43-768x429.png 768w, https:\/\/thegood.com\/wp-content\/uploads\/image-43-610x341.png 610w, https:\/\/thegood.com\/wp-content\/uploads\/image-43.png 1466w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><a href=\"https:\/\/www.kettleandfire.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kettle and Fire<\/a> is a company that makes nutritious and convenient bone broths and bone soups. They were an early entrant into the market, which meant they were getting lots of new customer, but still had room for improvement in terms of customer lifetime value.<\/p>\n\n\n\n<p>As they continued to grow, someone from the marketing team noticed that customers who purchased a greater number of flavors tended to have a much higher retention rate. The more flavors they were able to try, the more likely they were to find one that they enjoy and want to purchase again and again.<\/p>\n\n\n\n<p>So, the challenge for Kettle and Fire\u2019s Director of Growth, Wilson Hung, was to find a way to make more first-time customers aware that they offered a variety of products and flavors. His first experiment was with post-purchase upsells and cross-sells.<\/p>\n\n\n\n<p>\u201cThe first iteration, we had just one upsell and one downsell&#8230;and that gave us 41% higher revenue per visitor,\u201d says Wilson. \u201cFor the checkout conversions, over the course of three iterations, we\u2019ve seen an increase of over 140%. That\u2019s a big factor.\u201d<\/p>\n\n\n\n<p>Thanks to post-purchase upsells, Kettle &amp; Fire now has a 10% higher average order value&#8230;and they\u2019ve done it without compromising their stellar conversion rate, because the offers are being presented <em>after <\/em>the customer has already completed their initial purchase.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-best-practices-for-setting-up-post-purchase-offers\"><strong>Best Practices for Setting Up Post-Purchase Offers<\/strong><\/h2>\n\n\n\n<p>It\u2019s clear that post-purchase offers can boost sales and customer loyalty, but you need to have the right strategy to make sure they\u2019re effective. It\u2019s not as simple as presenting recommendations for random items or \u201cbest sellers\u201d and hoping for the best.<\/p>\n\n\n\n<p>To help you get off on the right foot, here are some of the best practices for adding post-purchase offer to your existing checkout experience:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-step-1-choose-the-right-platform\"><strong>Step #1: Choose The Right Platform<\/strong><\/h4>\n\n\n\n<p>Technology goes a long <a href=\"https:\/\/thegood.com\/insights\/how-to-optimize-website\/\">way when it comes to optimizing<\/a> the post-purchase experience. If you\u2019re on a platform like Shopify, there are a variety of upselling platforms you can choose from.<\/p>\n\n\n\n<p>However, not all upselling platforms are created equal. You want to make sure to select the right platform that gives you full control over how you want to set up your post-purchase offers.&nbsp;<\/p>\n\n\n\n<p>The tool we recommend is <a href=\"http:\/\/www.carthook.com\" target=\"_blank\" rel=\"noreferrer noopener\">Carthook<\/a>. This easy-to-install plug-in makes it simple to create compelling post-purchase offers that convert:<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"508\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/image-44-1024x508.png\" alt=\"carthook post purchase offer screenshot\" class=\"wp-image-94241\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/image-44-1024x508.png 1024w, https:\/\/thegood.com\/wp-content\/uploads\/image-44-300x149.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/image-44-768x381.png 768w, https:\/\/thegood.com\/wp-content\/uploads\/image-44-1536x762.png 1536w, https:\/\/thegood.com\/wp-content\/uploads\/image-44-610x303.png 610w, https:\/\/thegood.com\/wp-content\/uploads\/image-44.png 1600w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>You can offer up to three cross-sell or upsell items once the customer completes their initial purchase. Carthook automatically populates the customer&#8217;s payment details using their previous purchase, so they don&#8217;t have to re-enter their credit card number or billing address.<\/p>\n\n\n\n<p>CartHook also offers you great flexibility when it comes to styling your upsell, product, and checkout pages. There is no coding necessary \u2014 with its drag and drop UI, you can customize your pages thanks to ready-made templates, timers, and CTAs.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-step-2-make-each-of-your-post-purchase-offers-relevant-and-personal\"><strong>Step #2: Make Each of Your Post-Purchase Offers Relevant and Personal<\/strong><\/h4>\n\n\n\n<p>Customers shouldn&#8217;t feel forced to buy upgrades or add-ons that they don\u2019t want. To drive the best results, you need to make each upsell offer as relevant and personalized as possible.<\/p>\n\n\n\n<p>\u201cPersonalization is non-negotiable\u201d, says Carthook founder Jordan Gal. \u201cYou can\u2019t just blast someone with a random offer and expect a certain percentage. That\u2019s a recipe for getting customers to be mad at you.\u201d<\/p>\n\n\n\n<p>You need to consider things like purchase history, items in cart, and total cart value when developing your post-purchase offer flows.&nbsp;<\/p>\n\n\n\n<p>For example, if someone completes a purchase of a few spices or seasonings totaling $35, you might not want to present them with a post-purchase offer for a deluxe pellet grill that costs $400.&nbsp;<\/p>\n\n\n\n<p>Instead, you might want to pitch them additional spices with different flavor profiles, cooking oils, recipe books, or utensils\/cookware to help them prepare their meal. In general, you probably want to keep the cost of post-purchase items no more than 50-100% higher than the customer\u2019s original cart value.<\/p>\n\n\n\n<p>Similarly, you might choose to only present post-purchase offers to repeat customers (Ex: Those with at least 2-3 previous purchases in their history) or customers with a total cart value above a certain amount.<\/p>\n\n\n\n<p>\u201cIf you care about shoppers, you want to make your offers as congruent and relevant as possible\u201d, continues Jordan. \u201cThat\u2019s like sending random emails: it doesn\u2019t work.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-step-3-use-one-click-post-purchase-offers\"><strong>Step #3: Use One-Click Post-Purchase Offers<\/strong><\/h4>\n\n\n\n<p>Where you place your offer and the steps required to claim it will make or break the success of your campaign. Post-purchase offers should only show up once the customer has already completed their initial purchase and they should ideally require just a single click to claim.&nbsp;<\/p>\n\n\n\n<p>Making this process contextual and seamless will optimize the buyer\u2019s experience, which generates a number of positive outcomes for your business.<\/p>\n\n\n\n<p>\u201cIf you make additional offers in between the time they put something in the cart and checking out, you are endangering the sale,\u201d says Jordan. \u201cYou are adding additional friction. So the balance is tricky.\u201d<\/p>\n\n\n\n<p>With post-purchase offers, you eliminate any risk of losing the sale due to information overload or second thoughts, while still maximizing the value of every purchasing experience.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-step-4-track-your-results-and-keep-experimenting\"><strong>Step #4: Track Your Results And Keep Experimenting<\/strong><\/h4>\n\n\n\n<p>Lasty, it\u2019s important that you regularly measure the impact of your post-purchase offers. Keeping an eye on performance will help you continue to test new messages and checkout flows to generate the best results.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" width=\"688\" height=\"407\" src=\"https:\/\/thegood.com\/wp-content\/uploads\/image-45.png\" alt=\"post purchase offer tracking screenshot\" class=\"wp-image-94242\" srcset=\"https:\/\/thegood.com\/wp-content\/uploads\/image-45.png 688w, https:\/\/thegood.com\/wp-content\/uploads\/image-45-300x177.png 300w, https:\/\/thegood.com\/wp-content\/uploads\/image-45-610x361.png 610w\" sizes=\"(max-width: 688px) 100vw, 688px\" \/><\/figure>\n\n\n\n<p>There\u2019s no one-size-fits-all approach when it comes to post-purchase offers. You\u2019ll have to come up with a hypothesis to start and then monitor the performance of that flow to see if it\u2019s making a significant improvement.<\/p>\n\n\n\n<p>To get the most out of this strategy, you\u2019ll want to have a library of post purchase flows that are customized to specifically address checkouts that meet certain criteria like:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li># of past purchases greater than or equal to X<\/li>\n\n\n\n<li>Total cart value above or below $X<\/li>\n\n\n\n<li>Completed purchase contains (product name)<\/li>\n\n\n\n<li>Purchase history does note contain (product name)<\/li>\n<\/ul>\n\n\n\n<p>Much like email segmentation or ad targeting, there are numerous ways that you can customize who sees your post-purchase CTAs and which offers they are presented with.&nbsp;<\/p>\n\n\n\n<p>Don\u2019t over complicate things, though. Start with simple offers on your best-selling products and continue to iterate and improve over time.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-start-offering-more-value-to-customers-today-with-post-purchase-offers\"><strong>Start Offering More Value to Customers Today With Post-Purchase Offers<\/strong><\/h2>\n\n\n\n<p>Soon, post-purchase offers will become table stakes for ecommerce brands, just like abandoned cart emails, <a href=\"https:\/\/thegood.com\/insights\/exit-intent-popup\/\">exit intent<\/a> pop-ups, and retargeting ads. If you\u2019re not taking advantage of them, you will risk losing that business to your competitors or alternative products.<\/p>\n\n\n\n<p>And what\u2019s not to love? When done correctly, post-purchase offers help your customers get more value out of your products while also generating more revenue and repeat purchases for your business. Sounds like a win\/win to me!<\/p>\n\n\n\n<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-j57qa3e reusable-block-2-column good-question-block\" data-block-id=\"j57qa3e\"><style>.stk-j57qa3e{max-width:1500px !important;margin-top:30px !important;margin-bottom:30px !important}.stk-j57qa3e-column{max-width:941px !important}@media screen and (max-width:767px){.stk-j57qa3e{--stk-col-order-1:2 !important;--stk-col-order-2:1 !important}}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-j57qa3e-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-ripg4tx horizontal-form-container\" data-v=\"4\" data-block-id=\"ripg4tx\"><style>.stk-ripg4tx-container{margin-top:0px !important;margin-right:0px !important;margin-bottom:0px !important;margin-left:0px !important;background-color:#c3ddf0 !important;border-top-left-radius:12px !important;border-top-right-radius:12px !important;border-bottom-right-radius:12px !important;border-bottom-left-radius:12px !important;overflow:hidden !important;max-width:701px !important;padding-top:40px !important;padding-right:35px !important;padding-bottom:40px !important;padding-left:35px !important}.stk-ripg4tx{margin-top:0px !important}.stk-ripg4tx-container:before{background-color:#c3ddf0 !important}@media screen and (max-width:1023px){.stk-ripg4tx-container{padding-bottom:60px !important}}@media screen and (max-width:767px){.stk-ripg4tx-container{padding-bottom:60px !important}}<\/style><style class=\"stk-custom-css\">.stk-ripg4tx figure{margin:0 !important}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-ripg4tx-container stk-hover-parent\"><div class=\"stk-block-content stk-inner-blocks stk-ripg4tx-inner-blocks\">\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-cum8xxe\" id=\"span-style-color-0277-c-0-class-stk-highlight-enjoying-this-article-span\" data-block-id=\"cum8xxe\"><style>.stk-cum8xxe{margin-bottom:12px !important}.stk-cum8xxe .stk-block-heading__text{font-size:36px !important;color:#ffffff !important}@media screen and (max-width:1023px){.stk-cum8xxe .stk-block-heading__text{font-size:36px !important}}@media screen and (max-width:767px){.stk-cum8xxe .stk-block-heading__text{font-size:24px !important}}<\/style><h3 class=\"stk-block-heading__text has-text-color has-text-align-center\"><span style=\"color: #0277c0;\" class=\"stk-highlight\">Enjoying this article?<\/span><\/h3><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-to96b8c\" data-block-id=\"to96b8c\"><style>.stk-to96b8c{margin-bottom:20px !important}.stk-to96b8c .stk-block-text__text{color:#ffffff !important}<\/style><p class=\"stk-block-text__text has-text-color has-text-align-center\"><span style=\"color: #000000;\" class=\"stk-highlight\">Subscribe to our newsletter, Good Question, to get insights like this sent straight to your inbox every week.<\/span><\/p><\/div>\n\n\n\n\t\t\t\t\t\t<script>\n\t\t\t\t\t\t\twindow.hsFormsOnReady = window.hsFormsOnReady || [];\n\t\t\t\t\t\t\twindow.hsFormsOnReady.push(()=>{\n\t\t\t\t\t\t\t\thbspt.forms.create({\n\t\t\t\t\t\t\t\t\tportalId: 5834619,\n\t\t\t\t\t\t\t\t\tformId: \"64ede74e-e88f-44c7-996f-78859799755a\",\n\t\t\t\t\t\t\t\t\ttarget: \"#hbspt-form-1768311091000-5236882195\",\n\t\t\t\t\t\t\t\t\tregion: \"na2\",\n\t\t\t\t\t\t\t\t\tcssRequired: \".submitted-message { overflow: auto; } .hs-form-88422a7d-0355-4f27-b674-4b9fcc71560c, .hs-form-ac90f61a-a614-4bcd-b57a-18cd0e91ceff { color: #fff }\",\n\t\t\t\t\t\t\t})});\n\t\t\t\t\t\t<\/script>\n\t\t\t\t\t\t<div class=\"hbspt-form\" id=\"hbspt-form-1768311091000-5236882195\"><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<div class=\"tkugp-items-wrap\"><div class=\"tkugp-bottomcontent\"><\/div><\/div>","protected":false},"author":53,"featured_media":94237,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","wpcf-summary":["The euphoric moments that come immediately after a customer makes a purchase are often overlooked by ecommerce brands. Here's how to take advantage of this sales opportunity."]},"insight-category":[10073],"insight-tag":[10082,10087,10122],"class_list":["post-94236","insights","type-insights","status-publish","format-standard","has-post-thumbnail","hentry","insight-category-conversion-tactics","insight-tag-customer-experience","insight-tag-discounting","insight-tag-post-purchase"],"acf":[],"featured_image_urls_v2":{"full":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-scaled.jpg",2560,1707,false],"thumbnail":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-150x150.jpg",150,150,true],"medium":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-300x200.jpg",300,200,true],"medium_large":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-768x512.jpg",768,512,true],"large":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-1024x683.jpg",1024,683,true],"1536x1536":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-1536x1024.jpg",1536,1024,true],"2048x2048":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-2048x1365.jpg",2048,1365,true],"teaser":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-380x215.jpg",380,215,true],"teaser-large":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-760x430.jpg",760,430,true],"insights-featured":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-600x400.jpg",600,400,true],"case-study-logo-small":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-scaled.jpg",112,75,false],"gform-image-choice-sm":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-scaled.jpg",300,200,false],"gform-image-choice-md":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-scaled.jpg",400,267,false],"gform-image-choice-lg":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-scaled.jpg",600,400,false],"profile_24":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-24x24.jpg",24,24,true],"profile_48":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-48x48.jpg",48,48,true],"profile_96":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-96x96.jpg",96,96,true],"profile_150":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-150x150.jpg",150,150,true],"profile_300":["https:\/\/thegood.com\/wp-content\/uploads\/post-purchase-offer-feature-image-300x300.jpg",300,300,true]},"post_excerpt_stackable_v2":"<p>Special Note: This article was inspired by an episode of our podcast, The Ecommerce Insights Show with Jordan Gal (Rally). We go into much more detail here than we did on the show, but you might enjoy listening to the original conversation and subscribing to receive future episodes. What is the key to growing your ecommerce revenue? The obvious response is, \u201cattract more customers,\u201d but let\u2019s not jump to conclusions. According to research from Adobe, as much as 41% of a store\u2019s revenue comes from only 8% of its customers.&nbsp; What does that mean to you? Making investments in attracting&hellip;<\/p>\n","category_list_v2":"","author_info_v2":{"name":"James Sowers","url":"https:\/\/thegood.com\/author\/james-sowers\/"},"comments_num_v2":"0 comments","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Increase Your Average Order Value With Post-Purchase Offers - The Good<\/title>\n<meta name=\"description\" content=\"Post-purchase offers are one of the biggest neglected opportunities in ecommerce. 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