Retailers Sharpen Focus on Personalizing the Post-Purchase Journey, Finds Listrak's 2026 Cross-Channel Benchmark Report

Retailers Sharpen Focus on Personalizing the Post-Purchase Journey, Finds Listrak's 2026 Cross-Channel Benchmark Report News provided by LISTRAK Mar 10, 2026, 11:31 ET Share this article Share to X Share this article Share to X Powered by Listrak Intelligence, the report analyzes key KPIs across a dozen retail verticals and provides actionable insights for super-charged cross-channel marketing LITITZ, Pa. , March 10, 2026 /PRNewswire/ -- Post-purchase journeys are the next frontier in cross-channel retail marketing, according to the 2026 Cross-Channel Benchmark Report from Listrak , the retail industry's person-first marketing platform. The report provides key trends, extensive data analyses by campaign type, and tailored insights across 12 ecommerce verticals. The report found that, after expanding key alerts-based journeys in 2024, in 2025, retailers focused on personalizing the post-purchase journey (sometimes down to the SKU purchased), layering in product-based recommendations, cross-category offers, and targeted win-back strategies tied to prior purchases. Relevant insights include: Post-purchase campaigns saw a 38% increase in Revenue Per Send (RPS), as brands increasingly personalize messaging based on what was purchased. Transactional messages delivered notable improvement in Clickthrough Rate, as both the Email and SMS channels saw providers (Gmail and Apple) further add additional folders for transactions. SMS triggered campaigns continued to see year-over-year gains in sends and revenue - with the biggest growth campaigns being Browse Abandonment (Page and Product) and Post-purchase, demonstrating SMS's role in capturing high-intent demand and ensuring all messages reach the consumer where they are. "Gone are the days of a generic one-touch 'Thank You' message, as lifecycle precision becomes the new competitive advantage and the post-purchase journey is an increasingly meaningful cross-channel touchpoint," said Ross Kramer, Co-Founder & CEO of Listrak. "Leveraging Listrak Intelligence, which unites AI-powered insights with industry-specific expert analysis, the 2026 Cross-Channel Benchmark Report is a uniquely comprehensive resource for super-charged retail marketing." The report provides key findings and actionable insights for a range of retail verticals, including: Automotive Beauty Big Box Children & Babies Electronics & Software Fashion Food & Beverage Health & Wellness Home Pets & Animals Specialty Retail Sports & Outdoor The report's analysis is based on data from 130 billion email and SMS/MMS messages sent by over 1,000 ecommerce clients between Jan. 1, 2025, and Dec. 31, 2025. About Listrak Listrak is the person-first marketing automation platform that seamlessly integrates data, identity, and cross-channel messaging to power hyper-personalized customer experiences. Built for leading retailers and brands, Listrak drives measurable customer growth, maximizes efficiency, and delivers exceptional revenue results. For more information, visit https://www.listrak.com/ . SOURCE LISTRAK 21 % more press release views with Request a Demo × Modal title