parcelLab

Transactional vs marketing email: How IKEA dissolved a false trade-off Your delivery emails get an 80% open rate. Your newsletter gets 1%. The line you draw between them is costing you retention. Most retailers treat the line between transactional and mar

From six manual follow-ups to 100+ automations: How one CX leader built an automation engine without an IT team "We'd love to automate - but we don't have the engineering team for it." If you've said this, or heard it in a meeting, or quietly thought it w

For information purposes only. This article does not constitute legal advice. Compliance with applicable regulations remains the responsibility of the retailer, and retailers should seek advice from their own legal team on their specific obligations. Why

You're paying twice for your best customers. Here's the framework to stop "We started noticing that we have a really high impression share on our branded terms, especially in the off-season. And so it's a high likelihood that no one else is bidding on tha

Almost every retailer who decides to tackle revenue recovery in returns walks in with the same request: "We want to offer exchanges." It makes intuitive sense. Exchanges mirror what happens in a good physical store. Your shoes don't fit - the sales associ

If you attended any retail conference in 2025, you've probably heard the same thing dozens of times: "AI is going to transform everything." But here's the truth I share with every retailer I speak to: We don't need more hype. We need real, operational, me

Two assumptions run deep in eCommerce marketing: You must always bid on your own branded search terms. Retention is about sending more emails with better subject lines. Most teams treat both like common knowledge and file them under "best practice," never

Why is post-purchase engagement important? The post-purchase experience is as important as any marketing your brand does before a shopper makes a purchase. In fact, the open rates of post-purchase emails are 17% greater than the average automated email. T

As the cost of acquiring a new customer increases year-over-year, retailers are looking for different ways to bring in revenue. The retailers that are continuing to grow are paying close attention to the post-purchase phase of the customer journey. Why? W

"A good return experience is more or less dependent on whether you have a frictionless refund or return process. But if you only focus on this, then you miss the biggest potential in this case. And this is where you can recover revenue. … You lose it comp