Listrak Report: Retailers Personalize Post-Purchase

Listrak, founded in 1999, is a privately held digital marketing automation platform based in Lititz, PA. The company provides tools for email, SMS, push notifications, and on-site personalization. Their platform helps retailers with data integration, journey orchestration, reporting, product recommendations, and paid media management. The "post-purchase journey" refers to strategies for engaging customers after a sale to foster long-term relationships and encourage repeat purchases. These strategies include personalized thank-you messages, product recommendations, and referral programs. Repeat customers spend 67% more than new ones, making post-purchase marketing crucial for brand loyalty and increased customer lifetime value. Cross-channel marketing, a key aspect of Listrak's focus, integrates various marketing channels to deliver a cohesive customer experience. Unlike multi-channel marketing where channels operate independently, cross-channel ensures they work together, providing consistent messaging across platforms like email, social media, and websites. A consistent brand presentation can increase revenue by up to 23%. Listrak's 2026 Cross-Channel Benchmarks analyzed 130 billion email and SMS/MMS messages sent by over 1,000 e-commerce clients in 2025. The report indicated that while email sends remained flat, SMS sends grew by 19%, highlighting the increasing investment in mobile as a high-intent engagement channel. Loyalty SMS delivered a 68% year-over-year gain in click-through rates.