These professionals from Ad Age Collective have experience with great customer service and offer their advice on the critical elements of a thank you page and how to incorporate them into a website design if companies want to retain happy customers.
1. Reflect the brand tone and respect the relationship.
There is never a more powerful moment in the customer life cycle than in the time when you get to show appreciation for their business. The thank you page (or any “thank you” moment) should reflect both the brand’s tonality, but also respect the relationship. Brands should recognize and customize a first-time purchase differently than extreme loyalty. – Reid Carr, Red Door Interactive
2. Personalize it to reflect each client’s experience.
A thank you page is often overlooked in the post-conversion strategy. But it can do as much harm as good if not done right. The page should be personalized, reflective of the consumer’s experience and ideally have a simple call to action to bring that person back. If the experience has been negative, give them a place to raise the issue. A misplaced “thank you” can be the last time you see them. – Maggie O’Neill, Peppercomm
3. Record a thank you video.
4. Give them some value straight up.
Fatigue from filling out forms or signing a contract is no joke. When a customer completes this, it isn’t enough to merely say “thank you” — show how much they mean to your business by giving them some value. Chances are, if you’ve onboarded them, you know some of their business challenges. Give them a free e-book or tips for quick wins that could help them address some of those challenges now. – Patrick Ward, Rootstrap