EP #379] [ENG] - How to maximise post purchase experiences to increase review velocity - Jochen Hildebrandt

Maximizing the post-purchase experience serves as a critical lever for brand retention and return reduction in e-commerce. Many sellers over-optimize pre-purchase marketing while neglecting the crucial moment when a customer opens a product. Implementing interactive "product walkthroughs"—digital, step-by-step guides accessible via QR codes—bridges this gap by providing clear, language-specific instructions that prevent user error. Jochen Hildebrandt, CEO of Simpy, highlights that these tools effectively lower return rates and mitigate one-star reviews caused by confusion or unmet expectations. By focusing on utility rather than aggressive data collection, brands maintain platform compliance while fostering customer trust. Ultimately, shifting focus to the post-purchase phase transforms potential points of friction into opportunities for engagement, directly impacting the bottom line through improved product adoption and long-term brand loyalty.