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. For example, Sephora offers in-store customers the ability to get online makeup tutorials at stations called the “Beauty Workshop.”
10 
Let's personalize your content