3 Essential Follow-Up Strategies to Keep Customers Engaged After Holiday Purchases
The holidays are a busy time for everyone, and with so many purchases being made during the gift-buying rush, it's essential to take the opportunity to turn one-time holiday buyers into loyal, long-term customers.
Building strong relationships that last beyond the holiday season starts with keeping customers engaged after their purchase.
With Ikeono, businesses can connect with customers through personalized and effective communication tools designed to drive ongoing conversations.
The Challenge with Traditional Follow-Ups
Most retailers collect email addresses, only to later flood inboxes with sales, promotions, and product updates.
While email marketing can be useful, it often results in emails being ignored or sent to spam.
Customers are used to seeing generic marketing emails around the holidays and have learned to tune them out.
Instead, we believe that building a strong customer relationship requires a more personalized approach.
Connecting with customers via text message means you can create one-on-one connections that stand out in the crowded holiday communication landscape.
#1 Text Receipts Lead To Two-Way Text Messaging
Alright, although this tip requires action at the point of purchase, there’s still time to roll out this strategy, see the benefits, and follow up with customers after the holidays now that you have their phone number and can text them (we have more information for you about consent here).
This holiday season, swapping paper receipts for text receipts isn't just about saving trees—it’s about unlocking a new communication channel with customers.
Traditionally, texting in retail has been a one-way street, used for promotions or updates.
But with text receipts through Ikeono, you are opening the way for two-way conversation, giving customers the space to ask questions and get tailored responses from someone knowledgeable on the product or service they are interested in.
Because what’s more engaging than having someone who can answer your questions directly to your phone?
The convenience of allowing customers to text your business and getting immediate, personalized responses is one of the best ways to build long-term loyalty.
In addition, text receipts give you a complete digital history of interactions you have with customers (sales and service), which means nothing gets lost in a phone call or buried in an email thread.
This digital paper trail also plays a role in employee training, allowing you to have real examples to boost morale with positive feedback or provide constructive criticism to improve performance.
Plus, it keeps your brand top-of-mind as customers scroll through their messages, it’s a win all around.
#2 Automated Campaigns But, Make It Personal
Customers overwhelmingly prefer communication that feels authentic.
Traditional marketing campaigns often feel robotic, especially during the busy holiday season, and usually get ignored.
In contrast, a thoughtful, personalized follow-up text message post-purchase can have a lasting impact.
Studies have shown that an overwhelming majority of customers do prefer a more personalized experience over something that feels robotic.
Ikeono campaigns allow you to reference your customer’s order history and preferences and send a campaign text message that feels completely personalized to them.
Customers will feel like someone has actually taken the time to reach out in a meaningful way instead of a typical marketing email that usually gets lost in their overflowing inbox of holiday receipts and ‘Thanks for Shopping with Us’ messages.
These emails easily get tuned out, but text messages don’t.
Using a communication channel like SMS combined with your customer’s sales data allows you to create tailored messages that don’t feel like they came from a machine (even if they are automated 😉).
Campaigns can be used in many different ways: to follow-up post purchase (make sure the customer is happy and discover opportunities), make recommendations, or promote!
Bike Shops
Follow-up: Hi {first name}, hope you’re loving your new mountain bike! Have you had a chance to hit the trails yet? Let us know if there’s anything we can help with🚴♂️!
Recommendation: Hi {first name}, it’s been 8 months since you got your new bike, to keep it in top shape, we recommend booking a tune-up, let us know when you want to drop by!
Promotion: Hi {first name}, since you bought a repair kit last month, we thought you'd appreciate 15% off all maintenance services this week. Just show this message in-store!
Jewelry Stores
Follow-up: Hi {first name}, how’s your new bracelet? If you need a resize or have questions about care, we’re here to help 💎!
Recommendation: Hi {first name}, to keep your jewelry sparkling, we recommend scheduling a professional cleaning service every 6 months. Let us know when you want to come in!
Promotion: Hi {first name}, because you bought an engagement ring, we’d love to offer you 20% off wedding bands!
Pet Shops
Follow-up: Hi {first name}, how are the new toys working out? Let us know if they need more supplies 🐾!
Recommendation: Hi {first name}, after the holidays, it’s a great time to schedule a grooming session to keep your pet feeling their best. Stop by or give us a call to learn more!
Promotion: Hi {first name}, since you stocked up on leashes recently, we’re offering 15% off collars this weekend! Swing by or shop online.
Boutiques
Follow-up: Hi {first name}, how’s that sweater working for you? If you need tips on care or styling, just reply here 🧥!
Recommendation: Hi {first name}, the dress you bought would go perfectly with our new fall boots! Check them out here: {link}.
Promotion: Hi {first name}, since you loved our summer collection, enjoy 10% off our new arrivals! Shop here: {link}.
Golf Courses
Follow-up: Hi {first name}, how’s that new golf club working for your swing⛳?
Recommendation: Hi {first name}, the driver you purchased is part of a set! Add the matching irons to complete your game: [link].
Promotion: Hi {first name}, because you recently bought golf balls, enjoy 10% off your next purchase of accessories this weekend only!
Remember, efforts to re-engage via campaigns don’t always have to be in the form of promotions and discounts, although they are enticing.
Sometimes a tailored message alerting customers to a new product or service that may interest them based on their purchase history can reawaken an inactive customer.
Similar to Apple music tailoring recommendations based on their user’s listening data and sending email blasts letting them know about new releases they may be interested in.
#3 Get Feedback & Reviews
Getting feedback from customers after their purchase is invaluable for understanding their experience and improving your services.
Unfortunately, traditional methods—such as surveys printed on receipts and net promoter score (NPS) requests sent by email—are outdated and have extremely low response rates.
The Problem with Traditional Feedback Methods
It’s important to note that when people are generally satisfied, they may not seek out an opportunity to provide feedback.
In fact, this is the biggest issue currently with traditional methods that put the onus on the customer. Think about the requests at the end of long receipts with a written link directing customers to a website to fill out a survey: this typically requires them to go home, open their computer, manually type out the link, and fill out some questions, long after the experience of the purchase has passed and the memory of the experience has faded.
Let’s be real – they probably won’t do that. It would take someone incredibly satisfied or someone incredibly dissatisfied to exert the energy to do this on their own time.
It’s no surprise that the response rates on these kinds of survey requests are incredibly low, in fact it’s less than 1% of shoppers. Not so surprising when we think of all the receipts we crumble up and throw away after a purchase.
Revamping How You Collect Feedback
Texting for NPS (Net Promoter Score) requests transform the way customer feedback is traditionally gathered, making it a faster, more convenient, experience for both the retailer and the customer.
Unlike email surveys that often go unnoticed, text messaging has a significantly higher response rate.
Texting also solves the issue of delayed feedback— you can choose the right moment to engage with customers (usually we recommend 3 days after purchase).
Not only can you choose how, but choosing when makes all the difference. Reaching out for feedback via text message reduces the friction often associated with other feedback methods, making it easier to gather authentic and actionable insights.
All Roads Lead To Reviews
Once you've gauged customer satisfaction through an NPS request, you’re in a prime position to ask satisfied customers for reviews.
Texting makes this process seamless, offering a quick and direct way to guide happy customers to leave reviews on platforms like Google.
This proactive approach not only helps you build a strong online reputation but also reduces the risk of dissatisfied customers venting publicly.
By identifying and addressing concerns privately through NPS feedback, businesses can resolve issues before they escalate, creating a win-win situation where customers feel heard and businesses maintain a positive public image.
Customer Engagement is Customer Retention
The market is as competitive as ever and customer loyalty has become increasingly important in a world where everyone is inundated with advertisements across all platforms.
Brands are competing for attention by jumping on trends and creating eye-catching subject lines to try and get clicks.
And while this may grab someone’s attention, it doesn’t necessarily mean they will stay engaged. We believe that building personalized connections is a far more effective strategy for long-term success.
With Ikeono’s text messaging platform, you can deliver personalized, meaningful follow-ups that go beyond standard email marketing, transforming holiday shoppers into lifelong, loyal customers.
When customers feel their experience is truly personalized, they’re more likely to return—because a customer who feels appreciated is a customer who stays.
By showing gratitude, gathering feedback, and tailoring promotions to their preferences, you can turn one-time holiday shoppers into loyal, repeat customers.