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Online Retailers Need To Ensure Customers Have The Best Post-Purchase Experience

May 24, 2016: 12:00 AM EST
Online retailers need to focus on the post-purchase experience in order to retain customers. For example, beauty retailer Sephora's success is driven by its sustained efforts to connect a shopper's experience throughout the whole customer process across digital, mobile, and brick-and-mortar stores channels. Also, Sephora provides customers with branded delivery tracking page and updates on product recommendations, deals, and editorial content. There are four ways retailers can provide customers with the best post-purchase experience: continuing the conversation; providing shoppers with relevant, personalized information; turning a bad customer experience into an amazing experience; and creating an organizational environment that helps enhance a post-purchase experience.
Amit Sharma , "Online Retailers Should Care More About the Post-Purchase Experience", Harvard Business Review, May 24, 2016, © Harvard Business School Publishing
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