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Don’t Waste your Thank You Pages

by Justin Palmer - October 22nd, 2007

Surprisingly, many ecommerce sites waste the thank you or receipt page by making it a dead end. Instead of encouraging your visitors to close the window, continue to engage your customers with one of the following tactics:

1. Refer a friend form: After the user completes the purchase, ask them if they would be willing to tell a friend or family member about your product or service. Obviously, if they trusted you enough to give you their own money, they might be willing to recommend you to a friend.

2. How to Track your Order: In order to prevent needless queries to your customer service department, you might consider showing customers the process for tracking their order. Show them how to login, and find out when the order has shipped and what the current status is on the delivery.

3. Show products related to those ordered: By doing this, you might be surprised at how many people will immediately order again. Just be sure that your customer service team is prepared to deal with customer requesting to add additional items to their orders.

4. Feedback Survey: Ask your shoppers about the experience they just had. Because the experience is fresh on their mind, they will tell you about any frustrations while using your site.

5. Coupon for Next Purchase: Encourage customers to bounce right back with a coupon for their next purchase. Make it clear, however, that this discount cannot be used on previous purchases.

In choosing one of the above tactics, your company priorities will apply. For example, if you’re most concerned about providing preemptive customer service, then you might be inclined to use the receipt page to clarify how to track the order. If you’re more concerned about driving sales, you might choose to show related products.

A word of caution applies to these ideas. Before you encourage your customer to perform another action, make it very clear that the purchase process is complete, and order has been submitted. In addition, always send an email confirmation receipt.

By using one of the above tactics, hopefully you’ll steer clear of the mistake many ecommerce sites make on their Thank You pages and continue to build a long lasting, profitable relationship with your customers.


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18 Responses to “Don’t Waste your Thank You Pages” by Justin Palmer

  1. Gab from SEO ROI Says:

    Excellent article, and original advice here! Sphunn and subscribed to :) .

  2. Brent Hodgson Says:

    I was forwarded this page by a friend – handy advice.

    I know Kunaki does #2, I believe Amazon does #3, I personally make a second offer on the thank-you page for subscribers to my blog.

    It’s made me think what I might be missing out on.

  3. Gregorio Says:

    You have some good advise in this read.

  4. bizsugar.com Says:

    Don’t Waste your Thank You Pages- Advice for Receipt Pages…

    A great resource giving you suggestions for what to do with your thank you pages. Encourage a call to action!…

  5. Losing Customers at the Register: 12 Checkout Blunders - Get Elastic Ecommerce Blog Says:

    [...] a shame so many shopping sessions end on the receipt page. Rather than wasting your order confirmation page with a conclusive “Thanks for [...]

  6. Esther Says:

    My Thank You Page use to only have an order confirmation #. Boy was it wasted. Now I have a 3 step guide to leaving a review. I like the idea of explaining how to track your order, will use that too. Thanks

  7. Hillel Says:

    The customer should also recieve a follow up email letting him know when the product was shipped, this way the customer is left hanging and he knows that his product is on its way.

  8. Carla Says:

    Great advice! I will pass this along.

  9. 25 Web Form Optimization Tips Says:

    [...] Clear Confirmations: Have you ever filled out a long, tedious form, clicked submit, only to be returned to what seems like the same page with the form empty? You can do everything right with your form, but if you drop the ball on the confirmation, your customers will be helplessly confused. In addition to making a clear confirmation message, check out these other tips to prevent wasting your confirmation page. [...]

  10. Ideal Says:

    Great advice. It’s important to immediately take care of a customer, so that customer can be an advocate for your business.

  11. ABC Baby Blog Says:

    These are definitely some great tips, you don’t realize the potential after the sale is made to make more offers. Thanks for the great advice, i’ll put this to good use!

  12. Losing Customers At The Register: 12 Checkout Blunders | Get Elastic Says:

    [...] a shame so many shopping sessions end on the receipt page. Rather than wasting your order confirmation page with a conclusive “Thanks for [...]

  13. Losing Customers At The Register: 12 Checkout Blunders | Get Elastic Feed | Online Marketing Connect Says:

    [...] a shame so many shopping sessions end on the receipt page. Rather than wasting your order confirmation page with a conclusive “Thanks for [...]

  14. mark rushworth Says:

    My tip is to drop some ready to use code for blogs and facebook where customers can blog about their purchases!

    great for SEO.

  15. Lav Says:

    I hadn’t thought about this. Thanks for the good advice, we will definitely be implementing some of these suggestions.

  16. Dennis Franklin Says:

    The customer should also recieve a follow up email letting him know when the product was shipped, this way the customer is left hanging and he knows that his product is on its way.

  17. Mike Grubb Says:

    I agree with Dennis, every customer should receive a formal follow up e-mail that informs them that their product was shipped. I cannot count the number of times that I have order something and it did not arrive on time and I never even knew the status of the shipment. This can be resolved with a simple e-mail

  18. Lauren Says:

    Great article. One thing I like to do is go through the purchase process on my site (using a $.01 test product) to uncover spots that I’ve missed for monetization.


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