Get Post-Purchase Right or Risk Losing the Next Sale


The customer experience doesn’t end when shoppers press the “buy” button. In contrast, this marks the crucial period when retailers need to prove that they’re a worthwhile destination — one worth visiting again and again — by exceeding expectations throughout the delivery process and beyond. Building post-purchase loyalty requires convenience and assistance, and retailers need to keep these elements front-and-center in their post-purchase capabilities.

Additionally, retailers must exercise patience before turning the success of a great post-purchase experience into that next purchase. They need to nurture the relationship with the customer and prove that they offer useful suggestions and helpful services that go above and beyond the expected follow-up.

Enabling a great post-purchase experience is a puzzle with many pieces that fit together to create a coherent whole. Some of the key strategies explored in this report include:

  • How to understand and meet customer expectations;
  • What to do when something goes wrong during delivery;
  • How to properly curate and encourage that next sale; and
  • Ways retailers can stay involved throughout a product’s life.

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