Understanding the Post-Purchase Experience
The post-purchase experience is an often overlooked yet crucial aspect of the customer journey. Most shoppers—53% according to our research—view it as the most emotional part of shopping. As such, how you design and implement this phase of the journey can make or break customer satisfaction and retention.
But what exactly goes into a good post purchase experience? What are the steps involved, and how can you improve?
This guide will explore the ins and outs of the post-purchase experience, including what it is, why it matters, and how to optimize it.