Customer Journey Purchase
This is probably the most important part of the Customer Journey. It sets their experience and thoughts of the brand. I don’t know about you, but if I had a negative experience with a brand, I wouldn’t want to go back at all. Well, this part is just about what I learnt and developed from this section.
I began to think about where does the customer buy a Studio Cosima bag? Online? A popup? The Gathershop? When a customer buys a product, they want it to be simple, easy and of course fast; their experience of the brand is vital if you want them to return.
How to make the checkout and Returns easy?
When you buy something online, you normally have options of the shipping and with it tells you how long it should be until you get your order. Studio Cosima only has one type of delivery which is by carrier and would take 3-5 working days. I think we will benefit from including tracking which can be followed on the website or on the Currier's website. The customer would receive their purchase code which they can type on the Studio Cosima website and will tell them if their order is on its way, delivered etc.
XOXO With love
Once the customer has brought their item, it comes in a standard professional grey box from Studio Cosima. I believe even the small details count when it comes to the customer’s first impressions of the brand once they have their product. This is why I thought of a personalised letter to the customer who would see this little gift to them and make them feel welcome and happy with their purchase.
Welcome to the Club!
Newsletters, you gotta love em or you gotta hate em, either way, it’s a love hate relationship with them, and most brand’s newsletters always just goes straight into the spam folder. But if you’re a new customer, most times you’re offered a discount on the brand’s products or their shipping. Studio Cosima already sends out welcome newsletter to their new customers. I think if they were to be offered something more in return, they’re more than likely to come back. I even made up this newsletter to try and get their interest once they have brought something form the online shop.
