Pitney Bowes’ Latest Solution Aims to Make All the Right Connections

Customers complained, and Pitney Bowes listened. After analyzing the responses of consumers in the company’s annual global e-commerce study, Pitney Bowes is now offering “Consumer Connect” — a self-service and post-purchase marketing platform for retailers and brands. A spokeswoman for the company said the solution “helps retailers take advantage of every touchpoint along a customer’s journey, transforming post-purchase interactions from simply ‘order tracking’ into an advanced, seamless extension of brand experience.” Pitney Bowes’ e-commerce survey found that 90 percent of U.S. consumers shopping online “will take an action that can hurt a retailer’s brand in response to a bad post-purchase experience.” Researchers at the company said these “reactions range from sharing their frustrations on social media to never purchasing from the offending site again.” And with Millennials, 30 percent of respondents “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.” In response, Pitney Bowes developed Consumer Connect, which allows shoppers to track shipments, receive SMS and e-mail updates, “initiate returns with ease,” and take advantage of “relevant” promotions and offers. Overall, the platform fosters a more “meaningful way” for retailers and brands to connect with shoppers. For

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