Operations Experience USA More research

Your guide to leveling up your post-purchase strategy 2022

Benchmark your experience against top brands like Apple, Target, and Nordstrom.

Your guide to leveling up your post-purchase strategy 2022

In today’s hyper-competitive landscape, excellent products aren’t enough. To win over modern shoppers, you also need to delight them well after they’ve clicked buy. Benchmark your experience against top brands like Apple, Target, and Nordstrom to learn:

  • Opportunities to connect that most retailers miss post-purchase
  • How to optimize touch points to increase revenue and build customer relationships even during returns
  • What customers really think about brands and sustainability… and how you can meet their expectations
  • How to use Operations Experience Management to level up your customer journey

Key findings

Delivery Person with Boxes Graphic

83% of retailers charge for shipping or have a minimum order value to qualify for free shipping

globe in plastic bag graphic

95% of retailers don’t include recycling information on their packaging

paper money and coins graphic

47% of retailers take longer than 10 days to process a return and refund

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
Image Description

Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

Direct to Consumer / German

D2C returns study 2023

What return experiences classic brands and young D2C brands offer their customers. Read 


Digital Go-To-Market Review: Luxury Fashion Brands

In this report, Forrester has reviewed the digital experience of 15 luxury brands Read 

Direct to Consumer / German

D2C Post-Purchase Experience​ Study 2023​

An analysis of 50 well-known D2C and corporate brands in Germany Read 

eBook / Global

Understanding post-purchase behavior

This guide will explore the ins and outs of the post-purchase experience, including what it is, why it matters, and how to optimize it. Read