How Retailers Can Master the Post-Purchase Part of the Ecommerce Journey

Creating long-term loyal customers

a woman ordering things online and the image showing what happens next
A shopping experience needs to last past purchasing an item. Getty Images

Retailers have spent the last year obsessing over each touchpoint consumers have with their brand, all with the goal of creating a differentiated, amazing customer experience. But what I often see is that all roads lead to clicking “buy,” the holy grail of the customer experience. Put another way, many merchants still believe their job ends with a transaction, which is a short-sighted way of thinking.

@peter_sheldon Peter Sheldon leads corporate strategy and business development for Magento.