The Gratitude Audit
Map every interaction your customers have with your business and discover where you're missing opportunities to show genuine appreciation. This free audit includes a simple template, worked examples from three different e-commerce businesses, and ready-to-use templates for handwritten notes, thank you emails, and shipping notifications - everything you need to start turning one-time buyers into repeat customers through authentic gratitude.
Download the Free Touchpoint Gratitude Audit and Discover Where You're Missing Opportunities to Turn One-Time Buyers Into Repeat Customers
Most e-commerce businesses pour 90% of their effort into getting customers and 10% into keeping them. Then they wonder why customer acquisition costs keep rising and lifetime value stays flat.
What if you could map every interaction your customers have with your business and identify exactly where genuine gratitude could transform transactions into relationships?
The Real Reason Customers Buy Once and Disappear
You know customer retention matters. But where do you actually start?
- "I should probably improve my post-purchase emails" – But which ones? And what should they actually say?
- "Maybe I need a loyalty programme" – But does automated appreciation actually build loyalty, or just create entitlement?
- "I don't have time to write handwritten notes" – But what if 10 seconds per order could transform your repeat purchase rate?
Without a systematic way to assess your customer touchpoints, you end up either:
- Sending generic, forgettable emails that customers ignore
- Treating the sale as the finish line instead of the starting line
- Defaulting to automated appreciation that creates expectation, not gratitude
The brands with exceptional repeat purchase rates aren't doing anything complicated. They're just intentional about showing genuine gratitude at the moments that matter most.
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<div class="problem-section">
<h2>The Real Reason Customers Buy Once and Disappear</h2>
<p>You know customer retention matters. But where do you actually start?</p>
<ul>
<li><strong>"I should probably improve my post-purchase emails"</strong> – But which ones? And what should they actually say?</li>
<li><strong>"Maybe I need a loyalty programme"</strong> – But does automated appreciation actually build loyalty, or just create entitlement?</li>
<li><strong>"I don't have time to write handwritten notes"</strong> – But what if 10 seconds per order could transform your repeat purchase rate?</li>
</ul>
<h4>Without a systematic way to assess your customer touchpoints, you end up either:</h4>
<ul>
<li>Sending generic, forgettable emails that customers ignore</li>
<li>Treating the sale as the finish line instead of the starting line</li>
<li>Defaulting to automated appreciation that creates expectation, not gratitude</li>
</ul>
<p><strong>The brands with exceptional repeat purchase rates aren't doing anything complicated. They're just intentional about showing genuine gratitude at the moments that matter most.</strong></p>
</div>What You Get: The Complete Touchpoint Gratitude Audit
The Touchpoint Audit Template
A simple framework to map every customer interaction—from first click to post-purchase—and identify where you're showing gratitude (or not). Covers discovery, consideration, purchase, fulfilment, post-purchase, and service touchpoints.
Three Worked Examples
Complete audits for three different e-commerce businesses (skincare company, supplement brand, gift company) showing exactly how to apply the framework. See real improvement ideas and priority recommendations for each business type.
Ready-to-Use Templates
Handwritten note templates for first-time customers, repeat customers, and high-value orders. Thank you email templates with genuine, personal tone. Enhanced shipping notification templates that show customers humans are involved.
Quick Start Guide
Only have 30 minutes? The quick start guide shows you the three easiest wins and how to implement one touchpoint improvement this week without overwhelming yourself or your team.
How This Changes Your Customer Relationships
Instead of defaulting to generic, transactional communications, you'll have a clear map of where genuine gratitude can transform one-time buyers into repeat customers and brand advocates. The audit helps you move from automated appreciation (which creates entitlement) to personal gratitude (which compounds over time).
Perfect for:
- E-commerce businesses (£500K-£3M) wanting to improve repeat purchase rates without complex loyalty schemes
- Founders who know customer retention matters but aren't sure where to start
- Teams looking for simple, sustainable ways to show customers they're valued
- Anyone tired of treating the sale as the finish line instead of the starting line
What makes this different: This isn't about loyalty points or automated discount codes. It's about identifying the specific moments where genuine, personal gratitude can create the kind of customer relationships that drive repeat purchases and referrals naturally.
Download Your Free Touchpoint Gratitude Audit
Takes 30 minutes to complete. You'll walk away knowing exactly which 2-3 touchpoints could transform your customer relationships—and have templates ready to implement this week.
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