Customer Journey 2.0: Personalisation after the purchase

For the e-commerce industry, the plentymarkets congress in Kassel is an annual must. On 17 March, the traders' congress will take place in the Kongress Palais, around 1,500 participants are expected, 60 exhibitors and 40 expert contributions will be offered. We will also be there - with our colleagues from Adnymics and the common goal of demonstrating the advantages of personalised after-sales services.

Personalised after-sales services as a customer bonus

The topic of personalisation has been playing a major role in e-commerce for some time now. Not only established retailers like Zalando or About You know that online shoppers today have high expectations. Similar to brick-and-mortar retail, individual advice and tailored offers have an enormous influence on the purchase decision. In order to stand out from the competition, the shop must offer added value today.

Many retailers are already successfully implementing the principle of the optimised customer journey, but what is often overlooked: The potential customer contact points do not stop with the conclusion of the purchase.

Adnymics x parcelLab

Together with Adnymics, provider of personalised parcel inserts and also a young Munich-based company, we want to make retailers aware of how important the personalised post-purchase customer journey really is. Through our customised shipping messages, shoppers receive relevant information at the right time - resulting in lowered customer service queries, higher click-through rates and increased resales. With Adnymics' personalised parcel inserts, retailers then use the emotional moment of unpacking to address each customer individually. Customised product suggestions and specially created editorial content deliver added value to the shopper and in turn encourage them to return to the shop.

When our services are combined with those of Adnymics, the shopper is accompanied by the retailer with personalised offers all along the way - even after the purchase. This creates an optimal customer experience and thus happy customers.

Visit us at the plentymarkets congress

If you want to see for yourself the extraordinary potential of strategic after-sales services, come by our stand! We look forward to seeing you.

The press release for the joint trade fair appearance is available here.