Decoding Loyalty: What the Latest Research Reveals About Repeat Buyers

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 takeawaysAdditional Links & Resources:Connect with Lori Boyer: https://www.linkedin.com/in/loribboyer/ Learn more about EasyPost: https://www.easypost.com/ Check out Lori’s podcast, Unboxing Logistics: https://open.spotify.com/show/42cH1A13IAYFV7fmMpcd7p Check out What the WISMO? How to Stop Visibility Gaps from Stealing Your Revenue: https://www.easypost.com/guides/stop-visibility-gaps/ Check out Staying on Track: The Ultimate Package Tracking Guide: https://www.easypost.com/guides/complete-package-tracking-guide/ Connect with Tevon Taylor: https://www.linkedin.com/in/tevontaylor/ Learn more about our hosts: https://supplychainnow.com/about Learn more about Supply Chain Now: https://supplychainnow.com Watch and listen to more Supply Chain Now episodes here: https://supplychainnow.com/program/supply-chain-now Subscribe to Supply Chain Now on your favorite platform: https://supplychainnow.com/join Work with us! Download Supply Chain Now’s NEW Media Kit: https://bit.ly/3XH6OVkWEBINAR- Inside the Cargo Theft Surge: Insights & Predictions for 2026: https://bit.ly/4oVAsmsWEBINAR- Inside Outdoor Cap’s Warehouse: How Voice Picking Elevated Daily Operations: https://bit.ly/49m4D1zWEBINAR- Supply Chain Strength: Strategies that Deliver in any Economy: https://bit.ly/4hqTnTHThis episode was hosted by Scott Luton and Tevon Taylor, and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/decoding-loyalty-latest-research-reveals-repeat-buyers-1507 The content in this episode, including all audio, videos, visuals, and graphics, is the property of Supply Chain Now and is protected by copyright law. Unauthorized use, reproduction, distribution, modification, or re-uploading of this content in any form is strictly prohibited without explicit written permission from Supply Chain Now.For licensing inquiries or permissions, please contact us at [email protected]© 2026 Supply Chain Now. All rights reserved. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.