Susan Allen Augustin

The customer journey doesn’t end at checkout. In a landscape where brand loyalty is increasingly earned after the sale, companies must rethink how they create meaningful, lasting relationships beyond the transaction.

This dynamic panel brings together leaders in retail, DTC, and customer experience to explore how brands can turn post-purchase moments into powerful opportunities to deepen trust, activate brand purpose, and build community. From unboxing to loyalty programs, from social storytelling to sustainability initiatives—discover what it really means to deliver value after the buy.

• Design intentional post-purchase experiences that align with your brand’s values and purpose.
• Activate loyalty and retention through personalized communication, rewards, and education.
• Leverage community and content to extend the brand journey beyond the product.
• Reconnect with customers through meaningful initiatives like sustainability, advocacy, or transparency
• Transform transactional buyers into long-term brand advocates with thoughtful follow-up.
• Measure the impact of post-purchase engagement on lifetime value and brand equity.