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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.

Learn with SMK through March

Start your SMK: Digital Excellence 7-day free trial today and unlock unlimited, on-demand access to hundreds of hours of digital masterclasses, training courses and hands-on tutorials.

Your risk-free trial offers the perfect opportunity to expand and upgrade your digital intellectual property.

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.

Alongside this, SMK offers live help and support weekly within the SMK Working Group. It might be a quick fix or the root of a bigger problem; either way, a problem shared is a problem halved. On a day-to-day basis, SMK’s team gives you hands-on support and fresh ideas.

Not to mention a shoulder to cry on, occasionally.

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SMK Editor

March'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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