#604: Creating a great post-purchase customer experience with Colleen Coulter, Route

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About the Episode

Are you paying enough attention to a critical part of the buyer's journey?

While there is much focus on the overall customer experience, the post purchase experience doesn’t always get the attention it needs—and deserves—as retailers focus heavily on customer acquisition and getting the sale, but post purchase is the key to building lifelong customer relationships.

Today we’re going to talk about how to create a great post-purchase experience, what some of the key elements are, and what retailers need to be thinking about next.

Host Greg Kihlstrom welcomes Colleen Coulter, SVP, Customer Success and Experience at Route.

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About Colleen Coulter

Colleen Coulter leads Route’s Customer Success and Experience teams. She’s focused on helping brands and shoppers generate significant value from Route’s post-purchase e-commerce solutions. Prior to Route, Colleen led the travel advertising business at Meta, partnering with the world’s largest travel brands to grow their business and helping to architect travel solutions across Facebook and Instagram. She previously worked at the Boston Consulting Group, working across industries on growth strategies and profitability improvement. Colleen earned her master's in business administration from Stanford's Graduate School of Business and a bachelor's degree in Philosophy, Politics, and Economics from the University of Pennsylvania. She is based in New York with her husband and two sons.

Resources

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• Route website: https://route.com/
• Don’t miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration
• Register now for HumanX 2025. This AI-focused event brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. https://humanx.co/
• The Agile Brand podcast website: https://www.theagilebrand.show
• Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology - https://www.agilebrandguide.com
• The Agile Brand podcast is brought to you by TEKsystems. Learn more at https://www.teksystems.com
• The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content.?https://www.missinglink.company

Listen to more episodes on?Apple?|?Spotify?|?Website

?? Book Updates

ALSO AVAILABLE: The Agile Brand Guide to Customer Data Platforms: 2024 Edition with a Foreword by Heidi Bullock, CMO at Tealium.

?? Events & Speaking Engagements

• 2/24-27 2025: eTail Palm Springs (Palm Springs, CA) - Navigate the next chapter of retail at this iconic event. Learn more and register
• 3/9-3/12: HumanX (Las Vegas, NV) -?The must-attend,?venture-backed?conference for the artificial intelligence community.?Learn more and register
• 3/24-26: Don’t miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration

Links: Books | Podcast | Blog | Consulting | Book Greg as a Speaker