Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
PPX maturity curve
Where are you on the Post-Purchase Experience (PPX) Maturity Curve?
The PPX Maturity Curve sets the industry standard for post-purchase excellence, helping retailers benchmark against competitors and adopt strategic methods to exceed best practices. Through deep analysis, it provides actionable steps to enhance customer experience, build long-term loyalty, and drive new revenue.
Discover where you stand and uncover opportunities to elevate your PPX strategy
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So, where are most retailers?
Most brands are between defined and standardized. Why? Because brands first invested in PPX during the height of the global pandemic to help reduce WISMO calls. Since then, it’s been a “set-it and forget-it” transactional touchpoint. And, while this is an essential part of the post-purchase experience, it’s also symptomatic of a reactive strategy where PPX is an afterthought siloed from overall the customer journey.
Now more than ever, the post-purchase experience gap is having a significant impact on customer churn, lifetime value, revenue and loyalty. Brands focused on continuous future growth and personalization will be the ones who win. Personalization is now the standard, not the standout.
You have to create a journey that doesn’t end at checkout. Can customers be sent to brick-and-mortar locations to get last-minute deliveries? Are your parcel updates sent as they happen? Is there an easy option to return items that feels intuitive? These are the moments that create customers for life, and thousands of retailers are missing out on them.
The PPX Maturity Curve
As you move through the curve the complexity of what is possible increases – AI partnered with value realization experts, who strategically work with your team to advance PPX strategies, deliver great customer experiences and add value to the bottom line. The goal is to have a strategy that works proactively alongside your business needs and as it learns apply the insights to offer you a sophisticated post-purchase strategy, more efficiency, and increased business value.
Setting the industry standard
The industy’s first and only PPX Maturity Curve
Discover how your post-purchase experience stacks up against industry leaders and receive actionable insights to close gaps, enhance customer satisfaction, and drive measurable results.
Maturity benchmarking
We’ll analyze your post-purchase experience using a test order and show you how it compares to industry best practices.
Understand your performance
Uncover your strengths and opportunities to achieve PPX excellence.
Actionable recommendations
You’ll get a tailored plan to refine your PPX strategy and help you progress on the PPX Maturity Curve.
Ongoing support
We’ll work with you to align actions and track your progress through regular business reviews.
How it works
Benchmark your strategy versus industry best practices
Our experts evaluate where you fall along the PPX Maturity Curve through 4 simple steps.
Step 1
Complete analysis of your PPX
Gain a comprehensive understanding of how your brand delivers on post-purchase expectations. Through a structured test order analysis, we assess key touchpoints including order tracking, proactive customer communications, delivery performance, returns, and support interactions.
Step 2
Benchmark against leading brands
See how your post-purchase experience stacks up against industry leaders. By leveraging insights from over 1,500 brands across multiple industries, we benchmark your performance across key PPX metrics including proactive tracking, delivery accuracy, communication effectiveness, and ease of returns.
Step 3
Assessment of internal maturity
Understand how your PPX is prioritized within your organization. We evaluate cross-functional stakeholder engagement, identify who owns the PPX, and determine whether the strategy is reactive or proactively driving business outcomes.
Step 4
Build a strategic roadmap
Using insights from the assessment, benchmarking, and internal maturity analysis, we develop a tailored roadmap to optimize your PPX. This includes strategic recommendations to close identified gaps, streamline operations, and drive measurable improvements in customer satisfaction, retention, and operational efficiency.
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