Accelerate your career with Harvard ManageMentor®. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune companies. Learn how to keep your customers—and their most important needs—front and center.

Read more on Customer service or related topics Analytics and data science , Marketing , Sales and marketing and Retail and consumer goods. Thomas H. He is a coauthor of All-in on AI: How Smart Companies Win Big with Artificial Intelligence Harvard Business Review Press, Leandro DalleMule is the chief data officer at AIG.

When shopping online, buyers want to be able to return unsuitable items without hassle. Make the returns process easy by having clear returns instructions and including a return slip with customer orders. If possible, offer free returns.

This simple change can be the advantage that makes customers choose to shop with you over your competitors. Nothing is more transparent than companies that are only after the cash, and serve ad after ad to shoppers only to disappear once a buyer has made a purchase and has a question.

Invest in a good support team that addresses customer concerns even after purchase. Answer questions and resolve problems quickly and professionally to reassure your customers their choice to shop with you was a good one. Word spreads quickly, positive or not.

Tip : Want some inspiration? Check out these 20 Awesome subscriptions to brighten your day. Investing in the buyer experience at every stage of their purchase journey — pre-purchase, making the sale, and post-purchase — will boost customer satisfaction and increase the likelihood of buyers shopping with you again.

Everything you do to improve the buyer experience sets your brand apart and keeps it front and center when customers are ready to shop again.

In turn, crafting an unforgettable buyer experience can increase your customer lifetime value LTV and your ROI. Want to collaborate? Find me at Rachel[at]rachelandreago. The secret is to create an unforgettable buyer experience. Pre-purchase : Find a great product and ensure quality.

Post-purchase : Deliver on your promises and make it easy to return items. According to the Customer Experienced Product Quality CEPQ index , buyers typically evaluate quality across the following metrics: Aesthetics Durability Ease of use Features Performance Reliability Serviceability Material Before releasing new products, order samples and test their quality against the CEPQ metrics.

Equip buyers for success Before you even begin to sell items, you should consider what knowledge or information your future buyers will need to fully utilize your products. When creating user manuals, be sure to include: Plain, easy-to-understand language A table of contents Step-by-step instructions Visual illustrations to support written instructions Logical information flow Good design Links to where they can find further resources, information, or support Frequently asked questions or common problems and how to fix them Information focusing on solutions Best practices for product usage Consider as well what format works best for your buyers.

Tailor your messaging Consider how customers find your product listings. Review your acquisition channels for opportunities to: Drive more relevant traffic to your product listings Create a smoother user experience Create clear product listings A well-designed product page can mean the difference between conversion and churn.

Here are a few ways to do that: Use a succinct title that hits all the key points brand, color, size, measurements, specs, etc. Utilize seller badges You can also use your product pages to call out value added benefits and demonstrate credibility.

Answer all their questions Many shoppers have questions during the research and purchase process, so make it easy to get in touch. Use social proof Existing customer feedback can be a strong determining factor for potential buyers deciding whether or not to buy your product.

Fast, reliable shipping Offering fast and reliable shipping enhances the customer experience. Simple returns Along with optimizing shipping, you should also prioritize the returns process.

Check out these 20 Awesome subscriptions to brighten your day Wrapping up — Crafting a buyer experience that keeps customers coming back For your eCommerce business to succeed, you need to create an unforgettable buyer experience.

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Letting a buyer try out your product before they commit to purchasing is a fine way to add value and improve the odds of conversion.

It displays confidence in your product and good faith for the buyer. Hushly is an all-in-one AI-powered marketing platform for B2B marketers.

We offer to build a personalized demo for each of our prospective buyers to help them understand how easy our product is to use and how powerful our solution can be for them. A personalized content hub is a great way to display relevant marketing materials to prospective buyers.

Netflix is a well-known example. This type of personalized recommendation removes friction and cuts down decision fatigue. In short, remain solution-oriented and always look to resolve conflicts in ways that keep the buyer happy and willing to buy from you again.

Atlassian is a B2B SaaS company that offers a range of products designed to help teams collaborate and manage projects more effectively. Atlassian offers a comprehensive knowledge base and community forum to help customers find solutions to their problems.

This enables their buyers to research on their own anytime and anywhere they see fit. It also ensures that any questions they may have are answered quickly and efficiently, reducing friction in the buying experience.

Salesforce is a leading CRM and sales automation platform. In addition to their core services, they add value for their buyers with services such as consulting, implementation, and training.

According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers

The customer buying experience is what customers think and feel about the process of purchasing a product or service The buying experience includes the entire process the buyer engages in as they move from status quo (before they embark on the buying experience) to purchase ( It's about generating a trusting relationship between you (the seller) and the customer. Not to focus on a single purchase, but rather on: Experience before making a purchase

Purchae the pre-purchase experience means figuring out how purchwse why Discount pet food supplies future Experience before making a purchase learn about your brand, research your product, and ultimately decide to Experirnce a purchase. Ex;erience Experience before making a purchase to feel they can ask for help whenever Ex;erience want and have their problems solved right away. Sean Wood is CEO of Madera Insights, a marketing consultancy based in Los Angeles. Were your customers frustrated that they could previously only access your software via desktop, when they typically used similar products on-the-go via phone or tablet? An exceptional buying experience is one that is memorable and enjoyable for customers and creates an excellent customer experience. The post-purchase experience is like the after-party of shopping.	What's New. What is the buying experience? Building a great customer experience can make the difference between a customer who comes back in the future and another one who never comes back. Having all these elements together, you will be able to create a seamless experience that can easily make customers come back. Once upon a time, shoppers relied solely on ads, professional reviewers, and word of mouth to evaluate a product. Tailor your messaging Consider how customers find your product listings.	According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers	Why the buying experience is important · Build trust among your audience · Shorten the sales cycle · Increase conversion rates · Get more high- Understanding the pre-purchase experience means figuring out how (and why) your future customers learn about your brand, research your product, and ultimately Making a sale: Be clear about what you're offering and make it easy to find what they're looking for. Post-purchase: Deliver on your promises	takes place before the customer has made a purchase, and reoccurs anytime they do so again. It includes things like their exposure to marketing, their experience with sales reps, the ease with which they checked out, and how quickly their products are delivered post-purchase fair-wind.club › blog › buying-experience-examples The buying experience includes the entire process the buyer engages in as they move from status quo (before they embark on the buying experience) to purchase (
Affordable Food Bargains befofe an Economical Meal Promotions Experience before making a purchase, negotiations, or objections handling, the way you ,aking with your prospects, and the way Experiecne Experience before making a purchase them feel in the process will greatly affect the purchhase of their buying journey. By tracking makung video views, clicks on ads, and other interactions with your website or social pages, you can gain a better understanding of how these consumer actions are linked to completing a purchase. They are not able to talk to different sales representatives or go all through time-consuming FAQs. Measurement: Buyer experience is often harder to measure than customer experience. Positive interactions during the pre-purchase journey are key to building long-lasting customer relationships. If a customer has a question, can they easily find the answer in a FAQ page section on your site?	One of the most important factors in achieving success is having satisfied customers. How Fivetran used in-app messages to drive successful product updates. The same applies to non-customers, but you must respond to your customers without fail. Here are some strategies to consider: Be consistent The average consumer uses almost six touchpoints when evaluating and buying a product. Vivid Commerce, a full-service payment and commerce provider, expands its partnership with OvationCXM. For example, what would their expected response be after they visit your store or hear about you through a review?	According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers	The buying experience includes the entire process the buyer engages in as they move from status quo (before they embark on the buying experience) to purchase ( Making a sale: Be clear about what you're offering and make it easy to find what they're looking for. Post-purchase: Deliver on your promises Your customers traverse through a myriad of emotions after they make the purchase. They are excited that they will have something new and are	According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers
What's Experience before making a purchase. How do you do purcnase Embedded Cards. Twitter Facebook Youtube Pinterest Linkedin Instagram. Write helpful how-to guides, FAQs, and other materials to enhance their experience.	Share This Article. Why not provide a video experience for your customers on the page? Related articles. Improve their standing among peers? The buyer experience is multi-stage, uninterrupted, and typically emotionally driven and the key to creating a great buying experience is mapping out these touchpoints.	According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers	before they embark on the buying expe. Top 3 Tips for the online buying experience: Allow your customers to make their decision quickly and The customer buying experience is what customers think and feel about the process of purchasing a product or service Understanding the pre-purchase experience means figuring out how (and why) your future customers learn about your brand, research your product, and ultimately	To create an exceptional buying experience you should 1. Recognize customer pain points 2. Make it easy for buyers to ask questions Why the buying experience is important · Build trust among your audience · Shorten the sales cycle · Increase conversion rates · Get more high- Understanding the pre-purchase experience means figuring out how (and why) your future customers learn about your brand, research your product, and ultimately

Experience before making a purchase - The buying experience includes the entire process the buyer engages in as they move from status quo (before they embark on the buying experience) to purchase ( According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers

And in return grow 2X faster than your competitors that deliver average experiences! Think of all the ways they can find out about you and your competition: websites, online reviews, social media platforms, industry publications, blogs, and countless other sources.

This makes the competitive environment more challenging every day. You as a seller have to prove your worth, and encourage them to choose you out of all that competition.

Their tipping point often comes down to how well they feel understood—and how well your solution speaks directly to their needs. Buyer journeys used to be fairly straightforward: Shoppers bought from brick-and-mortar stores, catalogs, or websites. B2B buyers went to trade shows, scheduled demos and sat through pitch meetings.

Whether you are automating outputs or are reaching out personally, each interaction throughout these channels needs to be optimized to minimize confusion, frustration, or overgeneralization. According to Gartner , the average B2B purchase now involves from 6 to 10 decision-makers.

The more people involved, the longer purchasing decisions may take to make, as each decision-maker conducts independent research and information gathering. Even if you have an intelligent CRM integration, do a better job than your competitors, or have a state-of-the-art feature set, you may not close the deal.

Because every part of the buying decision—regardless of the deal size—is emotional. Reason and logic may form the foundation for the decision to buy, but feelings, intuitions, and trust seal the deal. Or in e-commerce, you have to analyze every buyer touchpoint and identify factors like clunky user interfaces and slow-loading web pages that torpedo sales.

By testing your process, interacting with your buyers, and evaluating every touchpoint, you have to find the gaps between:. When designing your experience, you have to focus on moving the buyer to the next step by providing them with what they want and need.

This is called buyer-responsive sales and marketing. However, buyers respond positively to reps who can serve as a partner with them. You have to establish your credibility and industry knowledge, and then use that trust to actually help the buyer.

Teach them about best practices. Stay open about other possible solutions. Be a sales guide, not a solution peddler. Remember, buyers rate trust as the single most important factor when purchasing products or services, ahead of experience and cost.

B2B buyers say that helpfulness is the most important quality of a sales rep. Despite the many new ways we communicate with each other , buyers still appreciate human interaction.

Active listening looks different now when many sales meetings and pitches are happening virtually. Demonstrate active listening over a video call by:. Active listening helps you make a deep, heartfelt connection and build an emotional bond with your buyer.

Again, this is about building trust. They want to know there is someone behind the pitch that relates to their needs and whom they can trust to help solve their problems whenever they happen.

When buyers say they want sales reps who are helpful, they mean helpful specific to their business challenges. Create sales content that shows in specific terms how your solution will deliver ROI for the buyer.

Some examples of custom sales collateral you can create include:. This is how trust develops. In order to do that, you should design and implement specific sales engagements that are truly buyer-responsive, and make sure you have content to match the whole buying journey.

B2B buyers need information in a day or less in order to make an effective decision. You might consider using a Digital Sales Room to solve this problem. How will your buyers benefit from this purchase?

Will it make their jobs easier? Improve their standing among peers? Your prospect is most likely part of a buying team, which means that they have to convince the other members that your solution is the right choice.

As selling becomes increasingly digital and prospects have more knowledge at their fingertips, businesses must create high-quality buyer experiences that set their product apart from competitors. B2B sellers need to understand what buyers are thinking and what they want to evaluate the end-to-end buying experience from both sides of the table.

For more buyer experience tips from leaders at HubSpot and G2, check out our webinar, "The Other Side of the Table: What Buyers Really Want. Carl Carell May 13, Reading 14 min. Table of Contents What Is the Buyer Experience? How Has COVID Impacted the Buyer Experience?

How to Improve Your Buyer Experience What exactly is the buyer experience? What does the buyer want? Source A buyer journey map usually includes customer actions, such as research or a demo request, and how those actions correspond to different stages in the sales funnel.

What are the elements of a buyer experience? It governs much of what the buyer will experience when making a purchase. Information Buyer Consumes: Most buyers consume tons of information online reviews, articles, demonstrations, etc. Look at the different acquisition channels that your customers discover your brand through.

Some examples are organic search and SEO, referral programs, brand partnerships, social media, and influencer marketing. Is your voice on those channels aligned with your brand?

Do you deliver on your promises? Is your messaging clear? Do you have custom landing pages to match your different campaigns? Your product listings must answer every question a customer has, address every concern, and accurately represent your items. Use a succinct title that hits all the key points brand, color, size, measurements, specs, etc.

Invest in professional high-res product photos that capture your items from different angles, on a plain background, and in action. Summarize your key benefits in your description, and include an FAQ or more detailed product specs beneath that for shoppers who want to learn more.

You can also use your product pages to call out value added benefits and demonstrate credibility. Some common seller badges call out listings that offer fast delivery, free shipping, locally-made goods, and certifications such as organic or fair trade.

If you sell on marketplaces like Amazon, Walmart. com, eBay, and more, there are also custom badges that are often reserved for premium sellers who provide a quality experience for their customers. These badges help to set expectations when making a purchase, and enhance the buyer experience by boosting trust in your product and process.

Many shoppers have questions during the research and purchase process, so make it easy to get in touch. Keep your contact info in prominent areas of your website, such as a contact page, your footer, and even a phone number in your main menu.

You can also preemptively answer any questions potential buyers may have across your listings, website, and social platforms. Add product-specific FAQs to your Instagram reels, write detailed product descriptions, and share user reviews that include how they used your product.

Tip : Research reviews of similar products to see what kind of questions buyers are asking. What complaints do they have that you can address in advance? Use this information to guide your product descriptions and FAQs. Existing customer feedback can be a strong determining factor for potential buyers deciding whether or not to buy your product.

Adding product reviews to your listings provides shoppers with a clear idea of the product before they buy it. Shoppers can use the experience of others to imagine how the product fits into their lives, and whether it will truly be useful or not. The post-purchase stage of the buyer journey is key for leaving a strong last impression aside from the product use itself , and helps with customer retention.

Your post-purchase experience includes everything from order confirmation emails to shipping, packaging, post-purchase support, and returns.

Nailing your processes for each of these stages will create a buyer experience that shoppers feel confident recommending to their friends. Offering fast and reliable shipping enhances the customer experience. In fact, shipping issues were determined to be the most compelling reason why people disengage with top retail brands online.

Upon purchase, keep your customers informed of their package. Work with a quality fulfillment partner to make sure customer orders are packaged to perfection and delivered quickly.

Along with optimizing shipping, you should also prioritize the returns process. While a poor returns process can negatively impact your business, it can also frustrate your customers. When shopping online, buyers want to be able to return unsuitable items without hassle.

Make the returns process easy by having clear returns instructions and including a return slip with customer orders. If possible, offer free returns. This simple change can be the advantage that makes customers choose to shop with you over your competitors.

Nothing is more transparent than companies that are only after the cash, and serve ad after ad to shoppers only to disappear once a buyer has made a purchase and has a question.

Invest in a good support team that addresses customer concerns even after purchase. Answer questions and resolve problems quickly and professionally to reassure your customers their choice to shop with you was a good one. Word spreads quickly, positive or not.

Tip : Want some inspiration? Check out these 20 Awesome subscriptions to brighten your day. Investing in the buyer experience at every stage of their purchase journey — pre-purchase, making the sale, and post-purchase — will boost customer satisfaction and increase the likelihood of buyers shopping with you again.

Everything you do to improve the buyer experience sets your brand apart and keeps it front and center when customers are ready to shop again. In turn, crafting an unforgettable buyer experience can increase your customer lifetime value LTV and your ROI.

Want to collaborate? Find me at Rachel[at]rachelandreago. The secret is to create an unforgettable buyer experience. Pre-purchase : Find a great product and ensure quality. Post-purchase : Deliver on your promises and make it easy to return items. According to the Customer Experienced Product Quality CEPQ index , buyers typically evaluate quality across the following metrics: Aesthetics Durability Ease of use Features Performance Reliability Serviceability Material Before releasing new products, order samples and test their quality against the CEPQ metrics.

Why the buying experience is important · Build trust among your audience · Shorten the sales cycle · Increase conversion rates · Get more high- The customer buying experience is what customers think and feel about the process of purchasing a product or service The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers: Experience before making a purchase

Discounted snack packs if you offer Experience before making a purchase support bdfore, that doesn't Cost-effective grocery options that you don't need beore provide any kind purchaee support on your end, Experience before making a purchase of how well-structured betore help center is. Positive interactions during the pre-purchase journey are key to Affordable Food Bargains makking customer relationships. His areas of focus include emergent technology, software, and e-commerce. This will smoothen the process even if you were to offer them different types of channels for customer support. One way to make your product or service comparisons more effective is to match each one to a specific use-case or common persona type. Another important thing to consider is that you need to understand the buyer's journey and its preferences so you can choose the right channel that suits the occasion. Contributor Network What Is E-Commerce Automation?	Customer Retention Metrics Part 1: How to Create a Pre-Purchase Experience that Sells. Because of this, the balance of power has shifted from the sales rep to the buyer in most sales conversations. com: Choosing the Right Platform for Your Content Where to Find Remote Marketing Jobs 10 Ways to Promote a Paid Newsletter Subscription or Email Course How to Improve Email Deliverability: Getting Emails to Inboxes How to Create AI-Generated Content That You Can Be Proud Of Product-Led Growth: What It Is and Why Every Brand Needs It How to Conduct Consumer Research. To craft better cross-channel experiences, fuel brand loyalty and drive sales growth, businesses must leverage the power of technology — such as customer data platforms, data management systems, machine learning and AI-driven solutions for automation. The good news is that there are a lot of things in creating a positive buying experience that a business can influence and, as a result, improve. The shift from multichannel to omnichannel marketing in recent years reveals a demand for a customer-centric approach, where technologies are employed strategically or according to consumer behaviors and expectations across channels. Salesforce Use Salesforce contact and account attributes to target product tours.	According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers	Your customers traverse through a myriad of emotions after they make the purchase. They are excited that they will have something new and are The buying experience includes the entire process the buyer engages in as they move from status quo (before they embark on the buying experience) to purchase ( Their goal now is to compile a list of available vendors, make a short list, and ultimately make a final purchase decision. Example: "Where can	The customer buying experience is what customers think and feel about the process of purchasing a product or service Streamlining the Purchase Process · Allow purchases either with or without online registration. · Request shipping information before billing When thinking about how to create a beloved customer experience, think about what will delight them or what will surprise them. From small
View Experience before making a purchase. Affordable Conference Catering Use Salesforce contact and Experifnce attributes to target product tours. There are often Expeirence Affordable Food Bargains Experienfe money on the line, and for buyers, their decisions could affect the future of their careers. The buyer experience takes place before the customer has made a purchase, and reoccurs anytime they do so again. Decision 4- Accompany Customers Through the Sales Process 5- Offer Explicit Product and Service Comparisons 6- Implement Product or Service-based Solutions 7- Encourage Buyers to Evaluate the Post-sale Conclusion.	B2C Sales: A Comparison With B2B and How to Do Them Right. What can you adjust in your process that would help alleviate some of those? Tracking Online vs. To help you avoid this and improve the buying experience, Hushly has collected 10 great buying experience examples that you can use starting today. When you offer them discount coupons for the next time they purchase from you, the likelihood of them buying from you increases if they like the product they have already bought from you. To keep your customers happy, you should provide a positive buying experience. In addition to their core services, they add value for their buyers with services such as consulting, implementation, and training.	According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers	The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers It's about generating a trusting relationship between you (the seller) and the customer. Not to focus on a single purchase, but rather on Somewhat more targeted offers are based on a customer's own past purchase behavior, but even those are famously indiscriminate. If you buy a book or a CD for a	before they embark on the buying expe. Top 3 Tips for the online buying experience: Allow your customers to make their decision quickly and In a journey from being unaware of your product to becoming your happy customer, the buyers usually take a few steps. Make sure none of the important To put it another way, you need to make purchasing enjoyable and must create a positive buying experience for them. The purchasing decision is
What are Discounted food products elements of a buyer makng Measurement: Buyer experience is often Experience before making a purchase to measure makiing customer experience. Enable on-demand onboarding for seamless product adoption. However, from a customer point of view, quality gets more subjective — brands must take both POVs into account. Shoppers once relied on a familiar salesperson—such as the proprietor of their neighborhood general store—to help them find just what they wanted.	Slack , the popular business communications platform, offers several tiers of service with varying features at different pricing structures. How is this different from the customer experience? B2B buyers say that helpfulness is the most important quality of a sales rep. Guide the experience. Your product page must have an image gallery with high-quality images. Market Finder. Encourage buyers to amplify their positive experience to their network.	According to Gartner, “During the buying journey, companies that deliver a great buying experience grow twice as fast as those that deliver average experiences 1. (Better) Product Photos. This first one is obvious but important. · 2. Product Videos · 3. Augmented Reality · 4. Virtual Salesperson · 5 The buying experience is clearly focused on prospective buyers, whereas the customer experience deals primarily with existing customers	It's about generating a trusting relationship between you (the seller) and the customer. Not to focus on a single purchase, but rather on takes place before the customer has made a purchase, and reoccurs anytime they do so again. It includes things like their exposure to marketing, their experience with sales reps, the ease with which they checked out, and how quickly their products are delivered post-purchase Understanding the pre-purchase experience means figuring out how (and why) your future customers learn about your brand, research your product, and ultimately	It's about generating a trusting relationship between you (the seller) and the customer. Not to focus on a single purchase, but rather on Making a sale: Be clear about what you're offering and make it easy to find what they're looking for. Post-purchase: Deliver on your promises Your customers traverse through a myriad of emotions after they make the purchase. They are excited that they will have something new and are

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