It’s one thing to acquire a customer, but something entirely different to keep them. In the race for loyalty, most brands rely on the usual perks and discounts. Yet, they overlook the moment that truly defines customer trust: what happens after the purchase. And most importantly: what happens when something breaks? In this talk, Greta Fubel (Senior CRM Manager, ARMEDANGELS) and Agnes Weber (Founder, MENDED) reveal how ARMEDANGELS is setting a new benchmark for post-purchase experience, proving that repair is a cornerstone of modern loyalty programs.