Taking advantage of a software mistake to increase customer loyalty

The other other day my grocery store sent out a receipt for a purchase months ago.

Then later on they sent out this email.

Yesterday, our email receipt system sent out receipts from past purchases you made in January and February. If you got one, please rest assured: You were NOT charged and none of your personal data was compromised.

The good news? If you're a Neighbor Rewards customer, we gave you points for those purchases! There's always a silver lining, right?

Oh, technology. We apologize for any confusion we've caused, and we appreciate your understanding and patience while we've worked through resolving this issue.

It does quite a few things well:

You can't prevent every problem but this example shows that you can still give good customer service and keep on your customers good side.

Happy customers are customers who will come back and buy again.

Getting customers coming back is one of the best ways to build a sustainable business.

Repeat Customer Insights can help you understand your customer's behavior. With its collection of behavior reports, you can see what they're actually doing instead of throwing darts at the wall.

Eric Davis

Leaky funnel losing repeat customers?

Are you struggling to grow your repeat purchases because your customers keep defecting? Use Repeat Customer Insights to find out where in their lifecycle you're losing them.

Learn more

Topics: Customer service Marketing automation Email marketing

Would you like a daily tip about Shopify?

Each tip includes a way to improve your store: customer analysis, analytics, customer acquisition, CRO... plus plenty of puns and amazing alliterations.