Post Purchase Customer Experience Innovation (With Ken Rapp)- Ep#223

Marc and Ken explore how post-purchase engagement is becoming the next competitive frontier for brands, powered by AI-driven messaging, personalized product guidance, and smarter customer journeys. About the Episode: Most companies invest heavily in marketing, advertising, and sales funnels designed to drive purchases—but far fewer think deeply about what happens after the customer receives the product. Yet for physical goods in particular, the period between unboxing and long-term use represents one of the most overlooked opportunities for brands to build loyalty, reduce support costs, and increase lifetime value. This ep...