Retailers often focus on the journey to acquiring customers rather than what follows. The service and experience that is in place after the purchase is undeveloped in terms of experience, integration, polish and value-add.
The linked processes of delivery, tracking, returns, customer service are implemented in a sub-optimal fashion as a result of being seen as a necessity rather than as the heart of service. Retailers are aware of this and know what they would like to improve. Yet they are being held back from implementing these improvements by budget or limitations on priority.
This whitepaper will look at the post-purchase experience and the impact that it has upon subsequent sales to the same individual. We will analyse the results of a retailer survey revealing the differences between consumer expectations after purchase and those of retailers.
Included in this whitepaper: