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

The customer journey extends beyond the sale

A cottage industry is popping up around the post-purchase experience. Getty Images, Shopify

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.

This story first appeared in the May 7, 2018, issue of Adweek magazine. Click here to subscribe.
@itstheannmarie Ann-Marie Alcántara is a tech reporter for Adweek, focusing on direct-to-consumer brands and ecommerce.