SE4 EP48: Optimising Customer Experience from Ground-Up • w/Derek O’Carroll, Brightpearl

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

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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<<  

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SPONSORS:

This episode is brought to you by:

Klaviyo 

If you’re looking to grow your business there is only one way—by building real, quality, customer relationships. Most marketing software will claim they do this, but will never deliver on their promises. You need to demand more from your marketing software that’s where Klaviyo comes in. Klaviyo helps you build meaningful customer relationships by listening and understanding cues from your customers, allowing you to easily turn that information into valuable marketing messages.   That’s why 10,000 innovative brands have switched to Klaviyo. What’s their secret to building customer relationships? Tune into Klaviyo’s Beyond Black Friday docu-series to find out and unlock marketing strategies you can use to keep the momentum going year-round. Just head on over to klaviyo.com/2x for more.

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