How Innovating the Post-Purchase Experience Can Keep Consumers Coming Back

The customer journey extends beyond the sale


One of the worst parts about online shopping today? Tracking a package. Whether it’s copying and pasting a dreadfully long tracking code or being prompted to log in using an often faulty link, the experience of following the shipment of a purchase can be tedious. Improving this process often requires a heavy investment that many retailers aren’t able to make.

That’s where companies like Narvar, Shopify and Octane AI are carving out a cottage industry in the post-purchase experience (such as package location tracking), which is becoming increasingly necessary as retailers and brands grapple with retaining customers as part of their bricks-and-clicks strategy.

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This story first appeared in the May 7, 2018, issue of Adweek magazine. Click here to subscribe.