OOTB #31 | How to Turn Post-Purchase into Profit with Murray Watts from Route
What does it take to turn post-purchase chaos into a competitive advantage?
In this episode, we sit down with Murray Watts, Head of Strategic Partnerships at Route, to explore what best-in-class post-purchase experiences actually look like – and how brands can unlock profit, loyalty, and growth where most still bleed margin.
With a background spanning medical device sales, tech, and now e-commerce logistics, Murray shares what he’s learned from a decade of working with brands across the spectrum – and why taking care of customers after checkout is quickly becoming the most important (and most overlooked) revenue lever in D2C.
- We discuss:
Why a single lost package can destroy hard-won trust – and how brands can automate the fix - How Route turns replacement orders into new revenue
- What carbon neutral shipping actually means in 2025 – and why it matters
- How co-marketing and cashback are creating new paths to retention
- What high-LTV brands are doing differently in loyalty and CX right now
Plus, Murray shares how Route helped a luxury brand throw a Paris Hilton-backed event and save their marketing budget – and why that kind of partnership is the future.
This episode is a must-listen for anyone in D2C ops, CX, or retention – or anyone wondering how to stay profitable when customer expectations (and costs) just keep rising.
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