The last 30 seconds of Customer Experience
Newly appointed ecommerce director of Havas Market, Brendon Peters explores the importance to brands of considering the entire CX journey.
Picture this. Christmas morning. Presents under the tree. The great unwrap. Socks. Feigned happiness.
I regularly relive this trauma when I receive orders through the post.
Brands and businesses often focus on the speed and price of their shipping proposition, which can lead to neglecting a key piece of the puzzle – the packaging. Customer Experience (CX) doesn’t stop once the customer has left your website, in fact CX never stops. It’s relevant when the customer receives their order confirmation and dispatch emails, when their package is on route for delivery, when it arrives and continues with all additional communications from the brand up until the customer decides to purchase again.
