SE4 EP48: Optimising Customer Experience from Ground-Up • w/Derek O’Carroll, Brightpearl
2X eCommerce Podcast - Un podcast de Kunle Campbell - Les mardis
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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
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This episode is brought to you by:
Klaviyo
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