At a time where it costs up to 25 times as much to acquire a customer as it does to retain one, customer loyalty is the key to maximizing the value of hard-won ecommerce customers. No stage of the online shopping journey is more important than post-purchase.
A lot can go wrong here: late deliveries, lost parcels, incomprehensible tracking. Our latest research, combining data from 3,000 respondents across the UK, Germany and France, shows that 40.6% have bad experiences with some degree of regularity at this crucial stage. What’s worse, 59% talk about them with their friends and family, who are more put off by these stories than they are by their own bad experiences.
of retailers say post-purchase experience is a high priority in 2021