Online Retailers Should Care More About the Post-Purchase Experience
Harvard Business Review
MAY 24, 2016
Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty. Retailers like Nordstrom, REI, and Anthropologie have customized package tracking experiences that provide visibility into the delivery.
10 
Let's personalize your content