According to an article on Marketing Daily, “post-purchase customer satisfaction” and conversations held after the purchase are one of the largest factors in ensuring a sense of relationship to the new customer: resulting in social media, direct and word-of-mouth advertising that still impacts the long-term buying process:
The study says continuing the relationship and “post-purchase satisfaction” conversations with buyers can keep loyalty strong by leading consumers through to their next purchase. “The balance of emotional statements suggests the relationship gets stronger and can be optimized via extended conversation and relationship marketing.”
