Title: Keep your customers coming back: create loyalty through the post-purchase engagement Retailers and brands need to reconsider the transactional relationships they have with their customers if they are to keep those customers coming back. Figuring out how to use post-purchase engagement to meet customers expectations and to create loyal customers is critical for creating a sustainable business. Join Duncan Licence for insight into post-purchase loyalty, original research on consumer expectations and MetaPack’s plans in this space.

1. P O W E R E D B Y :
eCommerceandCustomerExperience
Stream
Keep your customers coming back: create loyalty
through the post-purchase engagement
DUNCAN LICENCE
VP, Global Solutions and New Products

2. Keep your customers coming back:
create loyalty through the post-purchase engagement
C O N F I D E N T I A L

3. “YOUR MARGIN IS
MY OPPORTUNITY”
C O N F I D E N T I A L 3
Jeff Bezos

4. CUSTOMER LOYALTY
IS THE RESULT OF A
CONSISTENTLY POSITIVE
EMOTIONAL EXPERIENCE
C O N F I D E N T I A L 4

5. CUSTOMER LOYALTY
IS THE RESULT OF A
CONSISTENTLY POSITIVE
EMOTIONAL
EXPERIENCE
C O N F I D E N T I A L 5

6. CUSTOMER LOYALTY
IS THE RESULT OF A
CONSISTENTLY POSITIVE
EMOTIONAL EXPERIENCE
C O N F I D E N T I A L 6

7. CUSTOMER LOYALTY
IS THE RESULT OF A
CONSISTENTLY
POSITIVE EMOTIONAL
EXPERIENCE
C O N F I D E N T I A L 7

8. C O N F I D E N T I A L
HOW DO YOU FEEL WHEN …
8C O N F I D E N T I A L
customer services seems like an
impenetrable fortress

9. C O N F I D E N T I A L
HOW DO YOU FEEL WHEN …
9C O N F I D E N T I A L
customer services seems like an
impenetrable fortress

10. C O N F I D E N T I A L
HOW DO YOU FEEL WHEN …
10C O N F I D E N T I A L
your order is late

11. C O N F I D E N T I A L
HOW DO YOU FEEL WHEN …
11C O N F I D E N T I A L
when a delivery driver is rude … or
worse still cards you when you’re at
home

12. C O N F I D E N T I A L
HOW DO YOU FEEL WHEN …
12C O N F I D E N T I A L
you have to jump through hoops in order
to return an unwanted item

13. C O N F I D E N T I A L
HOW DO YOU FEEL WHEN …
13C O N F I D E N T I A L
you are forced to wait a month
for your refund

14. C O N F I D E N T I A L
HOW DO YOU FEEL WHEN …
14C O N F I D E N T I A L
Would you be loyal to this experience?

15. C O N F I D E N T I A L
WHAT DOES IT TAKE TO DELIVER
A STAND-OUT CUSTOMER EXPERIENCE?
15
of consumers say they
would prioritise one online
eCommerce provider over
another because of its
loyalty programme.
of shoppers say they’re
planning to join a delivery
loyalty programme in the
coming 12 months.
of consumers say
they’re more than prepared
to pay a monthly fee if that
means securing unlimited
next-day delivery on all
their online orders.
of consumers would
be interested in a delivery
loyalty programme where
multiple retailers and
brands work together
to offer a premium
delivery service.
65% 49% 25% 19%
C O N F I D E N T I A L

16. C O N F I D E N T I A L
RETURNS –
BRIDGING THE EXPECTATION GAP
16
41%
of consumers say that they often or sometimes
purchase multiple products online knowing they will
return some or all of them.
56%
42%
of shoppers said an eCommerce
site’s returns policy had deterred
them from shopping with them.
reported finding it difficult to find
information about returns on an
eCommerce website.
of consumers say they frequently check an
eCommerce site’s returns policy before making
a purchase. A further 38% sometimes check
before they click ‘add to basket’.
35%

17. C O N F I D E N T I A L
RETURNS –
GETTING THE EXPERIENCE RIGHT
17
of shoppers said they would be
very likely to shop more on
ecommerce sites that made the
returns process easier.
32% 37%
of US shoppers would be willing
to pay more for a more
convenient or premium returns
option.

18. C O N F I D E N T I A L
TRY-BEFORE-YOU-BUY
A CONVENIENT SHOPPING EXPERIENCE
The bad news for eCommerce sites is that 54% of respondents would
not pay more to take advantage of this option.
18
66% 37%
of consumers admit that the convenience of
try-before-you-buy represents a big draw for
them.
of consumers said they anticipated try-before-
you-buy would reduce delivery costs on their
online orders.

19. WE’RE OBSESSED
WITH POST-
PURCHASE
C O N F I D E N T I A L 19

20. METAPACK’S
HOLISTIC POST-PURCHASE VISION
C O N F I D E N T I A L
Scale Sustainably
Frictionless Consumer Experience
Delight & Engage Consumers
20

21. RETURNS –
INTRODUCING
METAPACK
RETURNS
ENHANCING THE CUSTOMER DELIVERY EXPERIENCE
Combining pre-printed returns labels with a dynamic returns portal
• Create pre-printed labels at the point of pack linked to the
destination market
• Offer drop-off, collections, return to store for all deliveries
RAPID DEPLOYMENT
Use your existing MetaPack integration to create labels & integrate
orders easily to the Returns Portal
• Pre-built integrations to 26 order management platforms
• Integrated to more than 60 returns services with over 300k drop-off
locations
IN-COUNTRY WAREHOUSING AND CONSOLIDATING
OPTIMISES COSTS
Provide a local returns address in every market you ship to and
consolidate cross-border returns on your own schedule
C O N F I D E N T I A L 21

22. RETURNS PORTAL –
LAUNCH PROMOTION
For customers that sign-up before the end of May
MetaPack will:
• Waive the Returns Portal subscriptions for three months
• Provide a free consultancy session on your returns
offering, choice of returns carriers and consolidators and
the rates you’re paying
C O N F I D E N T I A L 22
TALK TO YOUR ACCOUNT MANAGER OR REGISTER
YOUR INTEREST ON THE METAPACK WEBSITE.

23. YOUR MARGIN IS MY
OBSESSION
C O N F I D E N T I A L 23

24. Thank You