[SMK] Social Media Knowledge


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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