Episode 7: Beyond the Checkout: Optimizing the Post-Purchase Journey

In this episode, byrd’s Co-Founder and CCO, Petra Dobrocka, and Dr. Arne Jeroschewski, Co-Founder and CEO at Parcel Perform, discuss the critical yet often overlooked post-purchase experience in e-commerce. They explore the importance of proactive communication and personalization and the challenges retailers face during peak seasons. Arne shares insights from his experience in logistics and emphasizes the need for seamless returns processes to enhance customer loyalty. He explains different approaches to what they call “the happy path” - communication after the checkout when there are no logistical issues - as opposed to “the unhappy path” when issues arise and communication becomes even more important. Parcel Perform has identified 25 delivery pitfalls that ask for different reactions. Arne deep-dives into some of them. Finally, the conversation is about the evolving landscape of customer service and the potential for improved experiences through technology and proactive communication.