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 of Parcel Perform, discuss the crucial yet often overlooked post-purchase experience in e-commerce. They examine the importance of proactive communication, personalisation, and the challenges retailers face during peak seasons. Arne shares insights from his logistics experience and emphasises the need for seamless returns processes to enhance customer loyalty. He explains different approaches for what they call “the happy path” – communication after checkout when there are no logistical issues – versus the “unhappy path,” where problems arise and communication becomes even more vital. Parcel Perform has identified 25 delivery pitfalls that call for different responses, and Arne dives into some of them in depth. Finally, the conversation explores the evolving landscape of customer service and the potential to improve experiences through technology and proactive communication.