Coming in last isn’t always a bad thing. It’s often the last things we do that are the first things we remember. We can probably recall the last thing we ate, said, or wore. I bet you still have thoughts about the last movie you watched, song you heard, and book you read.
And so it goes with the online shopping experience. The last interaction a customer has with a retailer, the last touchpoint that locks in loyalty, is the one thing that will be remembered the most after the parcel is opened.
At Sealed Air, we call this the Last Moment of Truth.