Customerland: Route CPO Andrew Schmid on the Post-Purchase Strategy Gap

Customerland sat down with Route Chief Product Officer Andrew Schmid in a podcast deep-dive on why the ecommerce industry has a checkout problem. In the conversation, they explore how unnecessary refunds quietly destroy captured value, why a neutral post-purchase experience functions more like a negative one, and how the brands compounding on retention are the ones treating post-purchase as an economic architecture problem, not a support function.

Listen to the podcast here: https://customerland.net/commerce-has-a-checkout-problem-that-happens-after-checkout/