Martin Lednicky

Every retailer invests heavily in the purchase journey. But what happens after the sale, and especially when something goes wrong, is where customer loyalty is truly won or lost. A failed repair, a slow technician response, or a frustrating service process can undo everything that marketing and sales worked hard to build. Yet for many retailers, post-purchase service remains a blind spot rather than a strategic priority.

With customers increasingly judging brands not by what they sell but by how they support what they've sold, the operational side of customer care has never been more important. First-visit resolution rates, service network performance, technician quality, and post-service satisfaction are metrics that directly impact retention, but they rarely make it into the CX conversation.

In this think tank, we will share experiences and discuss how to elevate post-purchase service from a purely operational function to a recognized and measurable part of the customer experience strategy.

- When a customer needs a repair or a technician visit, how much does that experience shape their perception of your brand — and are you actually measuring it?

- Own network or external partners — what are the real trade-offs for service quality and customer experience, and how do you decide which model works for your business?

- If you rely on external service partners, how do you maintain consistent quality and brand standards across a network you don't directly control?

- How do you connect field service performance data — whether from your own teams or third-party partners — to your broader CX and customer satisfaction strategy?

- Where does the responsibility for post-purchase service experience sit in your organization — and is it getting the attention it deserves?