In this episode of Supply Chain Now, host Scott Luton and special guest co-host Tevon E. Taylor welcome Lori Boyer, Head of Content Marketing at EasyPost, to unpack the post-purchase experience (tracking, claims, and returns) and how owning these moments drives loyalty and repeat purchase. Drawing on fresh consumer research, Lori explains why reliability and flexibility now outrank “free,” why brands, not carriers, are held responsible for delivery outcomes, and how proactive notifications can double as high-performing marketing touchpoints.
Together, the panel dives into practical plays shippers can run today: cutting “where is my order?” calls with automated, branded tracking; removing friction with one-click USPS claims filing; and turning adverse events into brand-building recoveries. They also explore modern return realities. From fraud and “keep-the-item” policies to sustainability pressures, and how to reduce returns at the source with better product information, sizing guidance, and segmentation. If you ship anything in 2025, this fast-moving conversation is a field guide to protecting your brand promise after the buy button.
Jump into the conversation:
(00:00) Intro
(02:38) Lori's European adventure
(06:32) Insights on customer experience
(20:59) The importance of tracking and notifications
(25:59) Impact of WiMo on service costs
(26:38) Importance of tracking and claims
(27:57) Managing claims efficiently
(28:30) Automating claims with EasyPost
(32:21) The significance of returns
(32:41) Challenges and strategies for returns
(37:05) International returns and fraud
(40:50) Optimizing customer experience
(42:38) Resources and key takeaways
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