70: Improve Retention with the Post-Purchase Experience

In episode 70 of the Customers Who Click podcast, I had a fantastic chat with Katharine Biggs about shipping and post-purchase experience. Post-purchase experience… is not something many DTC brands take seriously - or so it seems to me. As soon as the order confirmation is sent to the customer, many ecommerce stores go radio silent (out of 150 UK’s top retailers, an astonishing 87% cease communications right after checkout). No shipping updates. Boring unboxing experience.