After-Sales Follow-Up Checklist

Post-purchase customer follow-up sequence run by the store team and CRM lead, from satisfaction survey through warranty reminders, loyalty enrollment, and recovery of any flagged issues. Designed for specialty and small-chain retailers u...

Use this workflow
1

Post-Purchase Survey

  1. Pull the past week's transaction list
  2. Segment customers by basket size and category
  3. Send NPS and CSAT survey via Klaviyo
  4. Attach a 10% loyalty coupon as survey incentive
  5. Log survey response rate and NPS
2

Product Usage Outreach

  1. Call high-ticket customers within 14 days
  2. Send category-specific care guide
  3. Confirm whether the customer is satisfied
  4. Book a fitting or styling session if requested
3

Warranty and Support

  1. Email warranty terms and coverage period
  2. Link the RMA portal and return policy
  3. Share store and manufacturer support contacts
4

Loyalty Program Enrollment

  1. Check loyalty enrollment status in the CRM
  2. Invite unenrolled customers to the rewards tier
  3. Walk through points, perks, and birthday reward
  4. Confirm sign-up and apply welcome bonus
5

Feedback and Issue Resolution

  1. Review survey responses for detractors
  2. Categorize the customer's overall sentiment
  3. Open a service-recovery ticket for the detractor
  4. Resolve the issue and document the outcome
6

Cross-Sell and Repeat Purchase

  1. Pull purchase history and category affinities
  2. Build a personalized recommendation list
  3. Send a tailored replenishment or bundle offer
  4. Log campaign attribution and revenue lift