All posts Alsendo Insights: Where do customers focus while waiting for their order? Eye-tracking + personalized communication = higher sales The post-purchase phase is one of the most overlooked opportunities in e-commerce. When a customer is waiting for their order, their attention is fully centered on the delivery and, by extension, on your brand. They frequently check tracking status, open transactional emails, and visit the tracking page with a clear intent. This is a rare communication window that commands far more attention than any typical marketing campaign. Yet many retailers hand this moment over to shipping carriers, giving up control over the post-purchase experience. But when used correctly, personalized post-purchase messaging can significantly boost conversion rates, loyalty, and brand recall. Tracking = two minutes of undivided customer attention For most online stores, the sales journey ends with the “Buy Now” click. But for the customer, it’s just the beginning. They’re now actively waiting, checking emails and tracking pages, all with a very specific goal in mind. According to the “Post‑Purchase Experience in E‑Commerce 2025” report: 81% of customers visit the tracking page at least twice between purchase and delivery. The average time spent on the tracking page is 2 minutes and 40 seconds. That’s more than the time many shoppers spend on a homepage and more importantly, it’s time spent with full intent, not passive browsing. Where exactly does the customer look? Eye-tracking research reveals a clear F-pattern, commonly seen in UX studies: The top-left corner, typically where the logo is placed, is the first point of attention. The majority of user focus is on the shipping status and carrier information. Lower and side areas of the page are often underused by merchants, yet ideal for promo codes, product suggestions, or CTAs. The takeaway? If your tracking page is generic or white-labeled (i.e., identical across multiple stores), the customer remembers the carrier, not your brand. The same applies to transactional emails. Consider: Status update emails boast an 80–85% open rate, far outperforming typical newsletters (18–25%). Branded, personalised emails can drive up to 202% higher CTR compared to generic messages. What does this mean for your business? Your tracking page and status emails are the most cost-effective communication channels you own post-purchase. The customer lands there intentionally and with their full attention. If you don’t leverage this moment, you’re handing over control of the customer experience to a logistics provider. And remember: you made the sale, you deserve the credit. Where you’re losing revenue — and how to fix it The delivery phase is when customers reassess their trust in your brand. If you say nothing at that point, no value, no brand recall, no next step, you’re not just “missing a loyalty opportunity.” You’re leaving real money on the table. Here are the three most expensive mistakes: 1. No personalisation in post-purchase communication A subject line like “Your package has been shipped” looks the same regardless of where the order was placed. Often it comes from the carrier, using their branding and tone – your store disappears from view. Data that matters: Transactional emails have 83.4% higher open rates than marketing campaigns. They generate 341% more clicks and 2270% higher conversions. Personalised emails deliver 6x more transactions than non-targeted ones. What it means: Customers don’t need a generic “shipment confirmation.” They need reassurance that they made the right choice by buying from you. You can use that moment to: Reinforce your brand’s voice, style, and positioning. Offer a follow-up incentive (e.g., free shipping on the next order). Differentiate yourself from faceless marketplaces. Solution: Treat status emails as part of your sales funnel, not as technical confirmations. Design them like mini landing pages: headline, visuals, personalised content, and a clear CTA. Don’t copy-paste the carrier’s template, the customer already knows the package is on the way. Include a link back to your store, not just a tracking number. 2. Generic tracking page = wasted real estate Most tracking pages are white-label templates from logistics providers: a single column with a status update and no context. But this space offers: Over 2 minutes of user engagement or missed opportunity. A canvas you can use for upselling, answering FAQs, or showcasing premium delivery options. If left unbranded, this space promotes the carrier, not your store. What it means: A functional page becomes a strategic space for: Reminding customers who you are and what your brand stands for. Promoting bestsellers, offers, discount codes. Upselling to express delivery or value-added services. Solution: Treat your tracking page like a microsite, a digital showroom. Add product recommendations, return policies, and CTAs. Think of it as free ad space with guaranteed views. If the customer is looking, make sure they’re looking at you. 3. No CTA = no next action Even if the customer opens the email and checks the status, you do nothing to guide them further. No “See similar items.” No “Reorder.” Not even a “Shop now” button. That’s like a customer walking back into your store, and you staying silent. Data that matters: The average CTA click-through rate is 3–5%, with over 15% of businesses achieving even better results. Transactional email marketing delivers a 3600% ROI — $36 return for every $1 spent. What it means: Transactional emails hit at the peak of customer intent. If you don’t include a CTA, you’re wasting high-value engagement. What can you gain? More return visits to your store. Higher conversion rates, because CTAs reduce friction. Better retention, basket size, and cross-sell opportunities. Solution: Integrate strong, relevant CTAs into every transactional email: “Reorder,” “Shop Similar,” “Complete the Look.” Suggest accessories or complementary products. Make returning to your store one click away, no searching, no distractions. Turn logistics into marketing Delivery isn’t just logistics. It’s an extension of your brand communication. Tracking pages and transactional emails can act as: a landing page, a retargeting campaign, a visual brand experience all rolled into one, if you stay in control. Otherwise, you’re giving away valuable impressions and engagement to your shipping partner. How to activate this channel? Try Alsendo Business Pro With Alsendo Business Pro, you can turn your tracking page into a branded marketing tool, in just a few clicks: Add your logo, brand colours, and voice. Showcase products, promos, and CTAs exactly where customers are looking. Embed Instagram or YouTube content to build trust and strengthen visual storytelling. It’s not just tracking, it’s your most underused advertising space. Start using it wisely. Discover how Alsendo Business Pro works » https://blog.hubspot.com/marketing/personalized-calls-to-action-convert-better-data https://www.retaileconomics.co.uk/retail-insights/thought-leadership-reports/ecommerce-delivery-benchmark-report-2025-metapack-auctane-retail-economics https://www.omnisend.com/wp-content/uploads/2023/06/Omnisend-2023-yearly-stats-report.pdf https://www.researchgate.net/publication/386291541_PERSONALIZATION_IN_EMAIL_MARKETING_HOW_TO_INCREASE_OPEN_RATES_AND_ENGAGEMENT https://insight.venturebeat.com/email-personalization-practitioner-guide https://databox.com/email-cta-examples