Retailers coping with the rapid acceleration of e-commerce have a fantastic opportunity to improve their competitive position using new technological tools for customer engagement. But the challenge of doing so is immense. Free shipping and free returns — both of which take a significant bite out of profit margins — have become the norm, with the exception of a few outliers.
Focusing on customer experience (CX) has become absolutely critical to capturing market share and building brand or banner loyalty online. This is particularly true in a segment of the customer experience that’s often overlooked: the post-purchase CX. And it’s not just about returns.
Read Five Cs for Optimizing the Post-Purchase Customer Experience to learn about the five “C”s required for delivering an optimal post-purchase customer experience.
