In Marketing, we studied this as ‘post purchase dissonance’. This is an interesting article. Wonder how we would do this in an online environment – we could send a follow up email, a phone call to check how they are using/experiencing the product/service. Doesn’t cost much, does it? But we don’t do it.
Source:http://www.retailcustomerexperience.com/blog/6062/Closing-the-sale-Moving-from-transactions-to-thank-you
Too often, sales people “stop selling” once the transaction occurs and miss out on the opportunity to help the consumer “feel good” about their purchase and also set-up a return visit. Known for their excellent attention to customers, Nordstrom’s is a role model of how to make sure that every transaction ends on a high note. First, sales people always ask if you want the item boxed (with an easy-to-assemble gift bow) – even if the purchase is not a gift for someone else. Truly, the sales people aim to make every purchase decision feel “special” regardless of the occasion, recipient, and item purchased.
Second, Nordstrom’s sales people make an effort to physically connect with their customers. The “wall” (or register, counter, etc.) between the sales person and the customer disappears at the close of the transaction as the sales person always steps around the counter to hand the gift to the customer, shakes hands, and thanks the customer profusely.
Third, Nordstrom’s sales people do not push customers to provide personal data (e.g., email, mobile phone #, mailing address for promotional purposes) unless they feel a rapport with the customer. Their goal is to make every customer experience truly exceptional and make sure the customer feels at ease during the process.