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The Inner Mind of the Post-Purchase Consumer

CMO Council and Live Technology have recently reported that what consumers want most from the post-purchase experience is stronger customer and technical support well after the by.

Excuse me, but I have a question

According to new research, most consumers are frustrated by poor technical assistance (51.4%), weak warranty and claims processing (37.7%), and inadequate repair and maintenance support (34.6%).  

Further desired improvements fell into the categories of 24-hour accessibility and support, stronger user instruction, and better processes of product return.

And here’s what they do like

Conversely, here's what consumers value most post-purchase: a well designed product (46.6%), painless installation and setup (46.4%), and efficient delivery (46.2%).

Customers are least impressed when products are not supported by the retailer, will not accept returns, or have to deal with a voice system for customer support.

What would you like to see improved in the post-purchase experience? What issues have you found most frustrating after investing in a product? Let us know in the comments below.

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Each month SMK releases 30 hours of new and updated social media and digital marketing educational course content, ensuring you never get left behind – be it on digital strategy, tactics or implementation.

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April's Courses, Live Help & Support Options

Live Member Clinics every Monday & Tuesday from 1 pm – 2 pm AEST

  • Live help and support from SMK’s team of analysts.
  • Book in to request a personalised discussion for 15 or 30m via Zoom within the Facebook Working Group.

Weekly Technical Labs: Meta Business Suite on Wednesdays from 1 pm – 2 pm AEST

  • Technical Labs explore the technological process and workflows related to key digital marketing activities.

Google Analytics 4, Data Analysis & Evaluation Masterclass on Thursdays from 10 am – 12 pm AEST

  • Module 1: GA4 Optimisation, Key Features, Tools & Reports
  • Module 2: Setting up GA4 Conversions & Understanding Analytics Events
  • Module Three: Analytics campaign tracking and report analysis
  • Module Four: GA4 report round-up, conversion attribution & visualisation

Influencer Marketing Masterclass: Organic, Paid & Commerce on Fridays from 10 am – 12 pm AEST

  • Module 1: 2024 Influencer Marketing Trends, Forecasts & Opportunities
  • Module 2: Organic Influencer Marketing Best Practices
  • Module 3: Optimising Influencer Campaigns With Social Ads
  • Module 4: Evaluation, Reporting and Influencer Commerce

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