Pitney Bowes’ New Post-Purchase Marketing Solution Connects Retail Brands with Consumers in The Moments That Matter Most
March 04 2019 - 9:00AM
Business Wire
Introducing Consumer Connect, a Solution to
Champion Retail Brands and Strengthen Customer Relationships from
Purchase to Delivery to Return
Pitney Bowes (NYSE: PBI), a global technology company that
provides commerce solutions in the areas of shipping and mailing,
data, and ecommerce, today launched Consumer Connect, a new
self-service post-purchase marketing solution for retailers and
brands. Pitney Bowes is demonstrating Consumer Connect, and its
ability to drive new revenue after the ‘buy’ button, in booth 3704
at Shoptalk, March 3-6 at the Venetian in Las Vegas, Nevada.
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Consumer Connect from Pitney Bowes
enables retailers to create a branded tracking and post-purchase
experience (Photo: Business Wire)
“Retail marketers spend a tremendous amount of time and money
attracting consumers and getting them to click the ‘buy’ button,
only to leave them in the hands of third-party shipping partners
for tracking and notifications until the package is delivered,”
said Lila Snyder, EVP and President, Commerce Services, Pitney
Bowes. “This created the opportunity to introduce Consumer Connect
- a self-service marketing tool to engage consumers during the
critical post-purchase experience. For the first time, we are
putting control of that experience fully in the hands of retail
marketers.”
“We know from industry data that a package will receive an
average of eight tracking requests between shipment and delivery.
In most cases, that experience is basic, boring and off-brand.
Consumer Connect addresses this issue, transforming shipment
tracking into a dynamic extension of a retailer’s brand experience,
ultimately driving more meaningful consumer engagement and new
revenue opportunities.”
Consumer Connect allows consumers to:
- track shipments
- stay informed by email and SMS
updates;
- receive relevant promotions and product
offers;
- initiate returns with ease; and
- continue to engage with retail brands
in meaningful ways in the moments when the brand promise matters
most
Retailers benefit from:
- converting tracking moments to
merchandising moments;
- on-brand tracking experiences;
- targeted post-purchase consumer
engagement;
- seamless returns (according to the
Pitney Bowes Global Ecommerce Study, 92% of consumers will buy
again from a brand if returns are easy); and
- “The Publisher” – a 24/7 self-service
CMS (content management system) that allows retailers to customize
their branded post-purchase experience in minutes.
“Consumers are going to love Consumer Connect for the
brand-consistent immersive experience,” said Snyder. “Retailers
will love Consumer Connect because it will help to drive sales,
decrease call center volumes, and increase customer loyalty.”
Why post-purchase matters and the consequences of getting it
wrong
According to the Pitney Bowes Global Ecommerce Study, 90% of
online shoppers in the US will take an action that can hurt a
retailer’s brand in response to a bad post-purchase experience.
Their reactions range from sharing their frustrations on social
media to never purchasing from the offending site again. Among
millennials, 30% will go public about their poor experience,
complaining in an online review or social media post, potentially
affecting the buying decisions of their entire social networks.
The importance of the post-purchase experience to consumers was
further validated by retailers. According to the study, successful
high-growth retailers (25% or greater YoY revenue growth) place a
greater emphasis on the post-purchase consumer experience than
their slower-growth competitors. This includes providing services
like free returns and day-definite guaranteed delivery. 54% of
high-growth retailers offer 2-3 day free shipping, while 60% of
low- growth retailers (10% or less YoY revenue growth) offer 4-7
day free shipping. High-growth retailers also tend to meet or
exceed consumer demands for accurate, real-time tracking, free and
fast shipping, easy returns with preprinted labels, prompt refunds
and even attractive branded packaging.
“Successful high-growth retailers and brands not only exceed
their customers’ expectations on the post-purchase experience, but
they leverage every consumer touchpoint to build brand awareness,
further strengthening customer loyalty,” said Snyder.
About Pitney Bowes
Pitney Bowes (NYSE:PBI) is a global technology company providing
commerce solutions that power billions of transactions. Clients
around the world, including 90 percent of the Fortune 500, rely on
the accuracy and precision delivered by Pitney Bowes solutions,
analytics, and APIs in the areas of ecommerce fulfillment, shipping
and returns; cross-border ecommerce; presort services; office
mailing and shipping; location data; and software. For nearly 100
years Pitney Bowes has been innovating and delivering technologies
that remove the complexity of getting commerce transactions
precisely right. For additional information visit Pitney Bowes, the
Craftsmen of Commerce, at www.pitneybowes.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20190304005310/en/
Brett R. Cody, Pitney Bowes(203) 218 1187; Brett.Cody@pb.com
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