Featured Work
Post-Purchase Program
They’ve made their first purchase—but the journey’s just getting started.
The Work
After the Sale: Where Loyalty Beginst
ELEMIS has been looking after people’s skin since 1989, with different products and spa therapies designed around the customer.
Using rich media, ELEMIS’ emails enable customers to experience its products online in the same way that they would in a store or spa. In doing so, the brand saw a 20% higher conversion rate through experience-focused emails.
“From our post-purchase program, we see a far higher response rate to our general newsletters, actually a 50% higher open rate. This is because we are targeting products and services in our emails to the individual customer. It’s relevant information to them, provided at the right time, which means they’re far more likely to open.” said Jonny Stewart, Head of Ecommerce.
Your post-purchase experience is where you shift from being a transaction… to being a trusted brand. The key? Thoughtful, value-driven touchpoints that show appreciation, build trust, and lay the groundwork for long-term loyalty.
This is your opportunity to say:
“You made the right choice—and we’re just getting started.”
“More trust. More reviews. More repeat purchase. ”
@coceo.agency
The Process
What it can look like:
A warm thank-you message that reaffirms their decision
Uplifting customer testimonials or “how to get the most out of your purchase” guides
Loyalty rewards or exclusive community perks
A gentle ask for a review that feels like part of the experience, not a chore
It doesn’t have to be a discount.
In fact, emotional reassurance and value-add content often go further—especially in wellness and lifestyle spaces.
According to Yotpo, post-purchase emails see a 217% higher open rate than promotional ones.
And customers who are sent a post-purchase thank-you are 90% more likely to make a second purchase.
💬 Bonus: Asking for a review post-purchase fuels your social proof engine. This creates content for future campaigns, enriches customer journeys, and supports decision-making for new prospects.
Plus, when aftersales flows are automated, every follow-up becomes a seamless extension of your client care—without lifting a finger.
More trust. More reviews. More repeat revenue.
This is where real retention starts.
The Result
Higher Open Rate
50-217%
Second Purchase Likihood
90%
Increased Conversion rate
20%
