Infinity Nation | Growth Conversations That Matter
The Infinity Nation Podcast, hosted by Al Keck of growth marketing agency Infinity Nation, dives into the current digital landscape, especially e-commerce and B2B marketing and explores how these trends impact business growth and profitability
It features conversations with e-commerce professionals and industry partners, offering marketing insights and practical hacks that help businesses scale and adapt in the evolving digital space.
Infinity Nation | Growth Conversations That Matter
Rebecca Griffiths, Founder & CEO, Primis | The importance of caring about your customers post purchase Ep.8
In this episode, host Al Keck sits down with Rebecca Griffiths the Founder & CEO of Primis, a customer experience expert with extensive background at Amazon and e-commerce startups, to discuss why the post-purchase phase is critical for business growth, profitability, and customer loyalty. They explore how brands often neglect their customers after the purchase, missing out on a vital revenue stream and the opportunity to build lasting relationships.
Key Topics Discussed:
- The Gap in Post-Purchase Customer Care:
Businesses focus heavily on customer acquisition but often neglect nurturing customers after the buy button is clicked. This leads to lost opportunities for repeat purchases and higher lifetime value. - Cost Efficiency & Customer Retention:
Retaining a customer is more cost-effective than acquiring a new one, especially as digital ad costs continue to rise. Brands should invest in increasing customer lifetime value as a strategic priority. - Customer Expectations Today:
Modern customers expect seamless and branded post-purchase experiences — from order confirmations to delivery tracking — not just handoffs to third-party couriers who treat them as mere consignees. - Insights from Amazon & E-commerce:
Rebecca shares how Amazon’s customer-centric approach influenced her vision to help other retailers close the post-purchase experience gap by integrating branded, informative communications that reduce customer queries and increase engagement. - Impact on Customer Service & Business KPIs:
Implementing enhanced post-purchase communication can reduce customer service calls by up to 50%, improving bottom line and increasing Net Promoter Scores. - Storytelling & Aspirational Content:
Embedding relevant, aspirational content in post-purchase emails or tracking pages encourages re-engagement and upselling, making the customer journey continuous. - Challenges with Delivery Partners:
Choosing a cheaper courier often results in increased customer complaints and lower customer lifetime value. Investing in premium delivery experiences aligns with customer expectations and brand reputation. - The Luxury Brand Paradox:
Luxury brands offer white-glove offline experiences but often fail to match this service online, leading to customer frustration during the delivery phase. - Technical Implementation:
Premise.cx offers easy integration with popular e-commerce platforms such as Shopify, Magento, and Salesforce. The solution provides branded tracking emails and pages that engage customers post-purchase with minimal development effort.
Useful Links:
- Connect with Rebecca Griffiths on LinkedIn
- Learn more about Premise
- Find out more about Infinity Nation
- Follow Infinity Nation on LinkedIn: Infinity Nation LinkedIn
- Follow Infinity Nation on Instagram: Infinity Nation Instagram
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