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The Post-Purchase Brand Experience

Seventy-nine percent of consumers say they’re likely to opt for in-store pickup of an online or mobile order (up 30% from five years ago). Even if free shipping is an option, that percentage only drops by two points. Meanwhile, the same percentage of consumers say they’re likely to take advantage of in-store returns if available. So, with digital sales growing at a faster rate than comp store sales, the store’s role as a fulfillment and return center is becoming more prevalent.

5 stages to building customer loyalty

There are a number of stages that people experience in developing a relationship. At each stage, there is often a decision (sometimes more thoughtfully arrived at than others) to move forward to the next level or to end the relationship completely. As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.