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Why parcelLab?

Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe

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Choosing the right returns experience management solution
Oct 25, 2024
The power of benchmarking data: How to successfully outperform your competitors
AI and Analytics • Post-Purchase • Nov 21, 2024

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Overview

What is the Post-Purchase Experience (PPX) Institute?

The PPX Institute is designed to help retailers master the number one driver of customer lifetime value: the post-purchase experience.  

79% of customers say their loyalty is decided by what happens after they buy. Yet brands still treat the post-purchase experience as an afterthought, costing them revenue and reputation. 

The blind spot ends here.

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What we deliver

Master the post-purchase experience with proven insights

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Proven frameworks

The post-purchase maturity model, ROI calculators, and playbooks trusted by leading retailers. 

Global benchmarks

Data-driven insights from 1B+ post-purchase interactions across 175+ countries. 

Certifications & training

Upskill teams with the only certification program focused on delivery, returns, and loyalty innovation. 

Community

We’ll work with you to align actions and track your progress through rCollaborate with brands and experts shaping the future of the post-purchase experience. egular business reviews.

Built for retail leaders that demand more than “good enough”

Customer experience

Cut customer churn by 25% and lift lifetime value with loyalty-driven post-purchase strategies proven to turn satisfaction into advocacy. 

Digital & eCommerce

Reduce returns by 5% and boost repeat purchases by 40% using AI-powered post-purchase experiences that convert buyers into loyalists. 

Marketing

Transform post-purchase touchpoints into profit centers. Drive 3x higher engagement than paid ads and 15% of referral traffic via delivery and returns management storytelling. 

Customer service

Slash “Where’s My Order?” calls by 40% and improve resolution satisfaction with proactive, automated post-purchase updates. 

Operations & logistics

Break down cross-functional silos and optimize last-mile logistics with unified post-purchase dashboards and predictive returns routing—enabling teams to tie every action to revenue, cost, NPS, and ESG impact.

You may also be interested in

The PPX maturity curve

Discover how your post-purchase experience stacks up against industry leaders and receive actionable insights.

Post-purchase audit

Close the post-purchase loop and identify growth opportunities with our unique test order audit.

Join the PPX Institute today!

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