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

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. To help me discuss this topic, I’d like to welcome Colleen Coulter, SVP, Customer Success and Experience at Route. 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 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 Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: 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 here: https://www.teksystems.com/versionnextnow 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