Post-purchase: How John Lewis improves customer satisfaction with Parcel Lab
Post-purchase is the final touchpoint customers have with retailers on the buying journey, but for Mark Lawson, UK customer lead at Parcel Lab, he believes it’s the most emotional part of the shopping experience.
Retail Week spoke with Lawson to find out about Parcel Lab’s work with John Lewis to increase customer satisfaction and begin personalisation within the post-purchase experience.
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