For e-commerce marketers, every moment counts. From the first email to the product delivery and post-purchase reviews, and every touchpoint in between, today’s retail marketers must look at every moment as an opportunity to make a meaningful connection with the consumer. 

Here are key insights to help retail marketers connect every moment of the customer journey. 

Acquisition

First impressions matter! Make the first interaction with your brand inviting. The value exchange begins there.  Level-up acquisition through strategies such as gamification that engages customers with inquisitive language such as “unlock your special offer” and through high-converting, two-step pop-ups with email first then phone number. 

Engagement

Develop personalized cross-channel campaigns that are timely, relevant and cohesive across platforms. Having a unified view of the customer is essential to ensure that messages are seamless across platforms. Listrak eliminates silos by seamlessly integrating data and identity across email, SMS, push, and web—giving marketers full control over the customer journey in a single, enterprise-grade platform, and leverages AI-powered marketing automation to  insights into action, engagement and ultimately, revenue and ROI.

Transactional Messages

Once the purchase has been made, transactional messages represent a key opportunity. According to Listrak’s 2026 Cross-Channel Benchmark Report, transactional messages such as order and shipping confirmation drove approximately 20% more revenue this year, yielding the highest clickthrough rates as consumers review critical order information. While consumers are awaiting their shipment, engage them with product education and dynamic content that goes beyond a generic “thank you.”

Fulfillment

Just as first impressions matter with the first email, the same holds true for providing shipment tracking information. Giving the customer the tracking number and estimated arrival date via email and linking them back to your own website for more information gives your customers confidence and gives you another chance to show them more products.  UPS makes it easy to build this functionality with their APIs.

Plus, UPS also offers a program called Digital Connections which provides UPS shippers with funding, discounts, and access to pre-vetted partners for digital tools. Listrak is the exclusive Email and SMS marketing automation partner in the program, which means both new and existing Listrak clients may qualify for UPS funding and incentives to build or enhance their email marketing and SMS capabilities.

“UPS Digital Connections helps facilitate e-commerce growth by increasing access to cross-channel marketing tools through our trusted partners at Listrak,” said Katie Francfort, Head of UPS Digital Connections Partnership Program. “It’s a win-win. UPS helps businesses gain tools they need to build a great customer experience from browsing to purchase to delivery.  That means more sales for businesses and more packages for UPS.”

Review Requests

With reviews impacting 93% of new customer purchase decisions, collecting reviews from past purchasers is critical. Send cross-channel messaging after shipment of the product and incentivize users to leave a review. This helps build more first-time purchases while also getting purchasers back to site and engaging again.

The Bottom Line

Customer experience matters at each key moment, from acquisition to shipping to delivery and review requests. With Listrak’s tools and UPS Digital Connections partnership, retail marketers can provide best-in-class customer experiences from the first email to the moment the package arrives on the doorstep and beyond.