In episode 70 of the Customers Who Click podcast, I had a fantastic chat with Katharine Biggs about shipping and post-purchase experience.
Post-purchase experience… is not something many DTC brands take seriously - or so it seems to me. As soon as the order confirmation is sent to the customer, many ecommerce stores go radio silent (out of 150 UK’s top retailers, an astonishing 87% cease communications right after checkout). No shipping updates. Boring unboxing experience.
And then - a few days later, they’ll reach out to the customer only to ask for a review. But post-purchase can drastically affect customer support, reviews, and retention. It’s just such a simple way to show your customers you care for them as individuals, rather than data points with wallets.
Katharine is Head of Marketing Communications – EMEA for parcelLab’s UK and Nordics markets, an Operations Experience Management platform for ecommerce brands. As the fourth UK employee, Katharine remains passionate about educating the UK and Nordic markets on why post-purchase experience is their largest untapped marketing channel. You can connect with her on LinkedIn or head over to https://parcellab.com/.