Experience can help companies retain consumers, but only if they are on the receiving end of excellent customer service 

An item is ordered, the details of its shipping communicated with the customer. It’s delivered. End of story. It’s a quirk of ecommerce that when it’s done well, it’s frictionless and nearly invisible.

But when complexities arise after an order has been placed, getting things right in the post-purchase customer experience can not only enhance the customer experience but contribute to the long-term profitability of the brand.