parcelLab Launches Hub for Experience Professionals

In Boston, USA, software firm parcelLab has opened the Post-Purchase Experience (PPX) Institute, a community and resource hub providing experience 'designers, practitioners and leaders' with research, best practice and training to help optimize what it calls 'the number one driver of customer lifetime value'.

parcelLab provides software to help brands increase their top-line revenue, decrease operational costs and optimize customer experience by 'transforming mundane operational touchpoints into the most differentiated and personalized experience'. The firm works for more than 800 brands and tracks shipping data from more than 350 carriers worldwide. In addition to the Institute it has recently launched the PPX Maturity framework, a tool designed to assess and elevate brands' post-purchase strategies, informed by analysis of the PPX strategies of more than 1,500 global brands and allowing users to benchmark their performance, identify areas for improvement, and implement best practices to enhance customer satisfaction and loyalty.

The new Institute's resources will include thought leadership and structured market and industry research, delivered regularly via blogs, reports and the Institute's web site; a community of PPX Professionals networking and sharing best practice; and training and certification.

'The PPX Institute was created based on one core belief' says Chief Innovation Officer and co-founder Tobi Buxhoidt (pictured). 'The post-purchase experience is pivotal in building long-term customer loyalty and increasing revenue. Our latest research reveals that while 82% of retailers recognize PPX as important or extremely important, 24% have no investment planned - highlighting a critical gap in strategy. To bridge this gap, our team of experts helps organizations build the capabilities to transform tactical operational touchpoints into the most differentiated and personalized experiences, creating unique moments and great experiences for their customers, driving repeat purchases and customer lifetime value'.

Web site: www.parcellab.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.