Kate Reeves discusses the importance of timing and relevance in post-purchase communication, highlighting her experience with ASOS.com. She suggests that brands should automate their messaging based on customer behavior, particularly when multiple sizes of an item are ordered, to improve the likelihood of positive reviews and reduce return-related emails.

Email marketers often confuse abandoned cart and abandoned checkout flows, which have distinct user intents. Cart abandoners typically need inspiration, while checkout abandoners require urgency and support. Properly differentiating these two segments can enhance customer experience and improve retargeting efforts.

Hiding discount codes in emails significantly reduces the chances of customers opening those emails, resulting in lost leads. Instead, displaying the discount code immediately on the pop-up success page enhances customer experience and boosts conversion rates. Brands should prioritize immediate access to discounts while still sending follow-up emails to reinforce the offer.