Optimizing the post-purchase experience 

A lot of attention is paid to how retailers are driving traffic, what is happening on their websites, and how they entice shoppers to convert. Less attention is paid to what happens after the buy button, the phase in which customers are full of expectation and are proven to be eager for contact. Are you ready to optimize your post-purchase customer experience?

Download the guide to optimize your post-purchase experience today!


What’s inside:

  • The 6 different steps of the post-purchase experience that foster customer satisfaction, retention, and customer lifetime value
  • The latest fulfillment trends
  • Best practices from the industry
  • Actionable tips to start optimizing your post-purchase experience today

 

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Optimizing the post-purchase experience

Here is an overview of the six steps of the post-purchase phase with a trend and a case for every step.

 1 - Shipping carrier choice

Trend:  P.6. Multi-carrier strategy: more service, less costs

Case:    P.8. Coppel's environmental incentive

 

2 - Delivery options

Trend:  P.11. More demand for premium delivery options

Case:    P.13. Free no-rush shipping at Amazon

 

3 - Shipping information

Trend:  P.17. Troubleshooting is an opportunity

Case:    P.18. Bose's branded post-purchase flow

4 - Packaging.

Trend:   P.22. Reusable & smart packaging

Case:     P.23. New Balance trials reusable packaging

 

5 - Unboxing.

Trend:   P.26. Reusable & smart packaging

Case:     P.27. New Balance trials reusable packaging

 

6 - Returns.

Trend:   P.30. Reusable & smart packaging

Case:     P.32. New Balance trials reusable packaging