SE4 EP48: Optimising Customer Experience from Ground-Up • w/Derek O’Carroll, Brightpearl
2X eCommerce Podcast
English - October 24, 2019 21:17 - 42 minutes - 40.1 MB - ★★★★★ - 51 ratingsMarketing Business Entrepreneurship business digitalmarketing ecommerce etail etailers magento marketings multichannelretail omnichannel onlineretail Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: SE4 EP48: Optimising Customer Experience from Ground-Up • w/Derek O’Carroll, Brightpearl
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On today's episode, we interview Derek O’Carroll, CEO of Brightpearl, a cloud-based ERP for retailers and wholesalers. So Brightpearl carried on research on the root causes of low TrustPilot reviews for retailers and balled it down to poor post-purchase customer experience caused by poor backend processes.
We talk about,
Every customer who leaves feedback is now an influencer - and every potential buyer is ready to be influenced. Delivery, service, refund and returns were the most predominant terms used in 1-star ratings Digital native brands undergoing channel expansion should watch cash flow, margins, inventory and deliveries. The difference in revenue between merchants with an average of 3 stars and 5 stars with a 30% increase in lifetime value revenue Focus on the operational aspects of your business Get very clear on the experience you want your customers' to have using a workflow for starters-----------
FACEBOOK GROUP...CONTINUE OUR CONVERSATION
The eCommerce GrowthAccelerator Mastermind Facebook Group has just launched. It is a community... ✔️ for founders and experts passionately involved in eCommerce ✔️ for the truly ambitious wanting to make an impact in the markets they serve ✔️ for those willing and open to help and share with other members Here is where to apply to join the Facebook group >>http://bit.ly/ecommercefb