Nearly 80% of consumers won’t buy again after a bad post-purchase experience

Retailers and consumers are disconnected when it comes to expectations around the post-purchase experience, and this is costing retailers. eMarketer reports that 83% of consumers think the post-purchase experience could be improved, but only 18% of retail leaders believe that. Further, 79% of consumers report that they may not purchase again from a brand after a poor post-purchase experience. The question is: what is a bad post-purchase experience and how can eCommerce brands improve it?