How do you compare? Our latest benchmark study, compiled from over 7B+ interactions and 650+ retailers, shows 6 magical moments where you can build a stronger emotional connection across your customer’s shopping journey — and examples of brands that do this best.
Orders valued at over $500 are returned
Packages in the UK are delivered
within 2 days 80% of the time,
compared to only 39% in the US.
Delayed package emails have a
63% open rate.
Get a detailed look at trends and best-in-class retailer examples of how they engage with consumers at critical points in their shopping journey — from the moment a shopper adds an item to their cart until after they receive
This report analyzes more than 7 billion interactions worldwide and 650+ retailers’ customer purchasing journeys, identifying the touchpoints and brands that are successfully building emotional connections with customers.
What type of information do shoppers need to make a decision to buy?
What can deter shoppers to not click buy?
How can brands & retailers continue to build relationships after a shopper has made a purchase?
How can brands & retailers remove friction when shipments don’t go as planned?
What do shoppers demand when it comes to returns?
How can brands & retailers turn one-time customers into loyal advocates?
“Retention & education are a big focus for us in general, so we take advantage of this additional touchpoint to move that agenda forward.”