Expert Mode: The Hidden Cost of Generosity and the Rise of the Post-Purchase Abuser
For the better part of a decade, enterprise marketing leaders have championed a singular cause: the frictionless customer experience. We’ve invested millions, if not billions, in optimizing the path to purchase, streamlining checkouts, and crafting generous, customer-first policies.
#822: From eTail: NoFraud Head of CX Breanna Moreno on customer loyalty, post-purchase abuse, and the moments after a sale
Today, we are here at eTail Palm Springs and we’re going to talk about a massive, and often invisible, threat to brand profitability and customer loyalty: post-purchase abuse. While brands have spent years optimizing the path to purchase, the moments that happen after the sale—returns, refunds, and support interactions—have…
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