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New Customer Onboarding

How to build strong relationships with new customers and turn them into repeat buyers

Why This Matters

First impressions last. New customers who receive an excellent welcome experience are 3x more likely to return and buy again. The first 90 days are crucial for building loyalty.

3x
more likely to repurchase with good welcome
27%
of new customers never return
90
days to build loyalty

How to Implement in Syncaty

1

Identify New Customers

Create a segment for new customers:

  • •orders_count = 1
  • •Or: first_order_date in last 30 days
  • •Exclude unregistered guests
2

Welcome Sequence

Design complete welcome journey:

  • •Immediately: Thank you + order confirmation
  • •Day 3: Product usage tips
  • •Day 7: Review invitation
  • •Day 14: Second purchase offer
3

Personalization

Customize messages by purchase:

  • •Content specific to purchased category
  • •Complementary product suggestions
  • •Care tips based on product
4

Encourage Second Purchase

Motivate return visits:

  • •Discount on second order
  • •Free shipping on next order
  • •Bonus loyalty points

Do's

  • Send personal welcome message
  • Provide value in every message (tips, content)
  • Ask for review after product receipt
  • Follow up on satisfaction after one week
  • Offer incentive for second purchase

Don'ts

  • Don't overwhelm with too many messages
  • Don't start selling immediately
  • Don't ignore complaints from new customers
  • Don't send irrelevant offers
  • Don't forget customers after first order

How Others Use This

Beauty Store

Increased second purchase rate by 45%

Sent "How to use your product" video + 15% off next order

Coffee Store

Converted 60% of new to repeat

Sent coffee brewing guide + free sample with second order

Sports Store

Increased new customer CLV by 35%

Created "First 30 Days" program with challenges and rewards

Advanced Tips

  • Create educational content for each product category
  • Use video in welcome messages
  • Track welcome email open rates and optimize
  • Segment new customers by acquisition source

Welcome Your New Customers

Start creating a welcome sequence that turns visitors into loyal customers

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