The Post-Purchase ExperienceConsumer expectations are almost unfair for smaller businesses. But that doesn’t mean brands can’t continue to provide a great post-purchase experience. Many brands have turned to 3PLs to help meet the demand of fast shipping and to keep shipping costs lower. “Brands have to be more transparent with customers. They need to give customers a choice around what services they offer and the price. A lot of brands are starting to use 3PLs to meet the customer demand, which means they're storing inventory somewhere else throughout the country to get shorter deliveries. Brands need to communicate with shoppers after the purchase in a way that conveys the brand message differently than just an email saying your order has been shipped.” - Matt CrawfordIt’s more than just shipping, it’s about creating a memorable post-purchase experience. It’s about connecting the “front office” with the “back of house.” “I think of the post purchase because I try to make it a marketer's problem, not a person in the warehouse problem.” - Matt“When you improve shipping and you offer different options around shipping, it's almost like having additional products on your site.” - BrianAssociated Links:Get connected with Shippo!Listen to our other Step by Step seasonsFind our Future Commerce episodes here: https://futurecommerce.fm/future-commerce-podcastHave any questions or comments about the show? Contact us at Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.