JournalYour resource for better post-purchase experiences.
Fresh perspectives on product experience, customer support, and growth.
30 articles found
Customers increasingly ask general AI tools for product help. When the answer is outdated, invented, or unsafe, the brand still inherits the consequences.
Read articleThe EU's Digital Product Passport Registry is operational. Here is what it stores, who needs to use it, and what brands should test before DPP deadlines arrive.
Read articleThe first two days of ownership turn a purchase promise into reality. Here is how brands can design setup, support, registration, and commerce as one experience.
Read articleSupport teams optimise tickets after friction has already formed. The better system moves preventable questions upstream—into setup, use, and maintenance.
Read articleOnboarding, registration, support, and commerce are usually managed as separate funnels. Customers experience one ownership journey—and it can compound.
Read articleMost brands stop selling when the order ships. The second checkout begins when the customer opens the box—and finally knows what would make the product better.
Read articleFrom 18 February 2027, every EV battery, LMT battery, and industrial battery over 2 kWh sold in the EU needs a battery passport. What data it must contain, who is responsible, what it costs to ignore, and how to comply without a six-figure platform.
Read articleEU member states have applied Directive 2024/1799 since July 31, 2026. Here's the compliance checklist for manufacturers: repair obligations, spare parts, pricing transparency, software restrictions, and DPP overlap.
Read articleHow furniture brands can use Digital Product Passports and digital product manuals to capture first-party data, reduce returns, and build recurring revenue — with EU ESPR compliance timeline and Bain research on lifetime value.
Read articleEverything fashion and apparel brands need to know about the EU Digital Product Passport for textiles — required data fields, which products are covered, compliance timeline, and how to choose a DPP vendor solution.
Read articleLearn what a Digital Product Passport service provider is under EU ESPR rules, what data they host, which products need DPPs, and how to choose a compliant technology vendor — and turn mandatory compliance into a revenue channel.
Read articleD2C brands retarget, build lookalikes, and optimize ROAS with customer data from day one. Brands selling through retail have none of that. Here's how to turn every product you ship into a first-party data capture point — and finally run your marketing like a D2C brand.
Read articleMost warranty management software handles claims after something goes wrong. The best platforms prevent claims from happening in the first place — by fixing the product experience. Here's how to choose the right one for your brand.
Read articleEvery DPP guide tells you what's required. None tell you how to turn it into a marketing advantage. This playbook shows consumer electronics marketing teams exactly how to activate digital product passports for customer acquisition, retention, and revenue — not just compliance.
Read articleMost consumer electronics brands lose the customer relationship the moment a product sells through retail. Here's how marketing teams are using post-purchase engagement to capture first-party data, reduce returns, and compound revenue — without increasing ad spend.
Read articleBain says DPPs could double product lifetime value. Here are the seven specific ways that happens — with the math, the benchmarks, and the business case your CFO actually needs to see.
Read articleThe DPP platform market will reach $1.78 billion by 2030. But not all platforms solve the same problem. Some are built for supply chains. Others are built for customers. The difference will define which brands turn regulation into revenue.
Read articleThe EU's Omnibus IV package proposes digital-by-default product documentation — paving the way for QR codes to replace the paper manuals nobody reads, everybody loses, and brands spend a fortune printing.
Read articleA landmark report from Bain & Company and eBay reveals that the EU's Digital Product Passport mandate could double what a product is worth over its lifetime — yet 90% of brands still treat it as a regulatory burden.
Read articleThe EU is introducing digital identities for regulated product groups. Batteries go first in 2027. Here's what a Digital Product Passport is, what data it requires, and how to prepare.
Read articleEvery year, brands spend billions acquiring customers — then lose them the moment the product leaves the shelf. The post-purchase experience for physical products is broken. Here's why we set out to fix it.
Read articleHow France's largest electronics retailer is deploying AI21 Labs' Maestro platform to overhaul after-sales service for millions of customers — and what it signals for the future of product ownership.
Read articleSix Gartner reports published in twelve months paint a picture of an industry under enormous pressure to automate — while customers, costs, and failed experiments push back hard. Here's what the data actually says.
Read articleWe compared 12 post-purchase experience platforms on features, pricing, and use case fit. From order tracking to product onboarding, here's which tool fits your stack.
Read article68% of consumer electronics returns are 'No Fault Found' — the product works fine. The real culprit is setup confusion. Here's how interactive digital manuals cut returns by addressing the root cause.
Read articleEverything brands need to know about the EU Digital Product Passport (DPP) under the ESPR. Timelines, required data, penalties, technical specs, and how to turn mandatory QR codes into a revenue channel.
Read articleA deep dive into the technical architecture behind scalable Digital Product Passports — from data modeling to API design to real-time access patterns.
Read articleIntroducing AI-powered product support that answers customer questions using real product data — care instructions, warranty info, and troubleshooting — all from the DPP.
Read articleAn analysis of where the industry stands on product transparency — adoption rates, consumer expectations, regulatory momentum, and what's coming next.
Read articleA practical walkthrough for integrating Digital Product Passports into your existing tech stack — from PIM sync to QR code generation to analytics.
Read articlePractical ideas on digital product experiences, AI support, and the future of product ownership. Sent monthly.
No spam. Unsubscribe anytime.
