Route's research and CEO perspective featured alongside Samsung in a piece on what defines the post-purchase experience.
CX Dive examines how leading brands are rethinking what happens after a customer checks out, and why that window is where loyalty is actually won or lost. Route CEO Eric Kobe is featured alongside Samsung's head of customer care, sharing how friction in returns and delivery can undo hard-earned customer goodwill. The piece cites Route's finding that 97% of consumers say a positive return experience makes them more likely to buy from a brand again, and highlights how companies like Honeylove have converted over $2 million in refunds to exchanges by rethinking the returns process.
