EP239: Video Masterclass - Using NPS Data To Fine Tune Your CX Strategy

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

#Business #Paul Rogers & James Gurd #James Gurd #Paul Rogers

40:34

We’ve turned intuition into a buzzword—flattened it into a slogan, a gut feeling, or a vague whisper we don’t always know how to hear. But what if intuition is so much more? What if it's one of the most powerful tools we have—and we’ve just forgotten how to use it? In this episode, I’m joined by Hrund Gunnsteinsdóttir , Icelandic thought leader, filmmaker, and author of InnSæi: Icelandic Wisdom for Turbulent Times . Hrund has spent over 20 years studying and teaching the science and art of intuition through her TED Talk, Netflix documentary (InnSæi: The Power of Intuition), and global work on leadership, innovation, and inner knowing. Together, we explore what intuition really is (hint: not woo-woo), how to cultivate it in a culture obsessed with logic and overthinking, and why your ability to listen to yourself might be the most essential skill you can develop. In This Episode, We Cover: ✅ Why we’ve misunderstood intuition—and how to reclaim it ✅ Practical ways to strengthen your intuitive muscle ✅ What Icelandic wisdom teaches us about inner knowing ✅ How to use intuition during uncertainty and decision-making ✅ Why trusting yourself is an act of rebellion (and power) Intuition isn’t magic—it’s a deep, internal guidance system that already exists inside you. The question is: are you listening? Connect with Hrund: Website: www.hrundgunnsteinsdottir.com TedTalk: https://www.ted.com/talks/hrund_gunnsteinsdottir_listen_to_your_intuition_it_can_help_you_navigate_the_future?utm_campaign=tedspread&utm_medium=referral&utm_source=tedcomshare Newsletter: https://hrundgunnsteinsdottir.com/blog/ LI: www.linkedin.com/in/hrundgunnsteinsdottir IG: https://www.instagram.com/hrundgunnsteinsdottir/ Book: InnSæi: Icelandic Wisdom for Turbulent Times Related Podcast Episodes: How To Breathe: Breathwork, Intuition and Flow State with Francesca Sipma | 267 VI4P - Know Who You Are (Chapter 4) Gentleness: Cultivating Compassion for Yourself and Others with Courtney Carver | 282 Share the Love: If you found this episode insightful, please share it with a friend, tag us on social media, and leave a review on your favorite podcast platform! 🔗 Subscribe & Review: Apple Podcasts | Spotify | Amazon Music Learn more about your ad choices. Visit megaphone.fm/adchoices…

about a year ago 11:53

MP3•Episode home

A PYMNTS Intelligence report, based on a survey of over 3,500 U.S. consumers, found that direct-to-consumer brands are lagging in customer satisfaction compared to traditional retailers and online marketplaces.

We've spoken to many ecommerce leadership teams who don’t have a CX metric in their KPIs. If CX isn’t always measured and reported on at a strategic level, perhaps it’s not surprising to see this dischord.

In this 12 minute masterclass we break down how you should be using NPS on your ecommerce store to measure CSAT effectively and boost CX through proactive campaigns.

292 episodes

EP239: Video Masterclass - Using NPS Data To Fine Tune Your CX Strategy

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

published about a year ago

MP3•Episode home

In this 12 minute masterclass we break down how you should be using NPS on your ecommerce store to measure CSAT effectively and boost CX through proactive campaigns.

292 episodes

#Business #Paul Rogers & James Gurd #James Gurd #Paul Rogers

All episodes

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP291: Transforming Shopping Receipts Into Opportunities for Engagement, Loyalty and Post Purchase CX, with Slip Founder Tash Grossman 40:34

2 days ago40:34

40:34

In this ecommerce podcast, Tash Grossman, founder and CEO of Slip, discusses the transformation of shopping receipts into valuable engagement tools for retailers. She shares her journey from management consulting to founding Slip, emphasising the importance of learning from mistakes and the challenges of integrating technology in retail. Tash highlights the significance of digital receipts in enhancing customer experience, loyalty programs, and the potential for subscription services. The conversation also touches on overcoming barriers in retail technology and the future of retail media.Key takeaways:1. Digital receipts can enhance post-purchase engagement.2. Retailers should prioritise the value of receipts.3. Customer acquisition costs are rising, making retention crucial.4. Opt-in rates can be significantly increased with self-service data entry.5. Loyalty programs can be enriched through personalised digital receipts.6. Subscriptions via digital receipts present a new revenue opportunity for retailers.7. Retail media can be monetised through digital receipts.8. Integration with existing systems can be quick and efficient.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP290: Shopify Editions Unpacked - How The Latest Product Release Benefits Merchants, With Senior Solutions Engineer Ben Homer 47:25

10 days ago47:25

47:25

Inside Commerce is the first podcast to talk you through what the latest Shopify release means for ecommerce stores. James discusses the relevance of key new features and upgrades with Ben Homer, Senior Solutions Engineer, pulling apart the benefits and implications for merchants. Shopify Editions always attracts lots of attention. Following an embargo in the partner community of the pre-release information, there's a frenzy of LinkedIn posts sharing the key features updates. Our podcast goes deeper, sifting through the 100+ updates to focus on the strategic pillars that are most relevant, and what the feature improvements mean for ecommerce teams. We focus on four key strategic areas: The new Horizon theme suite Architectural development in Markets for International commerce POS (Point Of Sale) Sidekick AI Assistant James Gurd and Ben Homer focus on the strategic implications of new features and discuss what Shopify's 'declarative commerce' positioning means in terms of product focus. The new Horizon theming is covered, exploring how flexibility for content management is the main focus, enabling business user to do more before they need development resource. This includes AI block generation, block copying and block nesting. For Markets, James & Ben discuss how the latest improvements aim to empower merchants, streamline internationalisation, and simplify multi-store management, ultimately enhancing the ecommerce experience. Ben explains the reasoning behind new enhancements in Shopify's offering, focusing on B2B capabilities, point of sale systems, and the integration of generative AI to improve business efficiency. The dialogue emphasises the importance of localisation in markets, the user experience in retail environments, and the potential of AI tools like Sidekick to streamline operations and data management. Additionally, the conversation touches on the next generation of…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP289: Mastering The Upper Funnel - Measuring & Monetising Your Investment In Nurturing Customers, with Geeta Randev 45:04

19 days ago45:04

45:04

Follow us on LinkedIn: https://www.linkedin.com/company/inside-commerce Summary: Why do brands invest in the upper funnel? In this podcast, digital marketing strategist Geeta Randev discusses the evolving landscape of digital marketing, emphasising the importance of investing in upper funnel marketing to build brand awareness and customer loyalty. She highlights the need for managing expectations regarding the time it takes to see results from upper funnel investments and the significance of understanding the entire consumer journey, which begins before a customer even visits a website. Geeta also addresses the challenges of creating cohesive consumer experiences across multiple touchpoints, and the art of storytelling in marketing, advocating for a more integrated approach to engaging consumers. The podcast explores the intricacies of digital marketing, focusing on the importance of landing pages, user journeys, and the role of AI in enhancing marketing strategies. Geeta and James discuss how brands can better engage consumers through thoughtful content strategies and the necessity of nurturing leads through the sales funnel. The conversation also highlights the challenges and opportunities presented by AI in marketing, emphasising the need for brands to adopt a strategic approach to its implementation. Finally, Geeta addresses common pitfalls in marketing strategies, urging brands to be authentic and transparent in their messaging. Key takeaways: Investing in upper funnel marketing is a long term commitment Managing ROI expectations is challenging The consumer journey starts before they hit your website. You need to own the entire consumer journey from start to finish. Storytelling should be interwoven across the site for better engagement. Reconsider the formatting of landing pages to enhance user engagement. Nurturing consumers through the funnel requires tailored content and strategies. AI can significantly enhance marketing efforts but requires careful implementation. Consumers are increasingly savvy and can see through inauthentic marketing.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP288: What BigCommerce's 2025 Summit Reveals About Its GTM Strategy & Roadmap Focus, with Partner Advisory Board Members 5874 & GPMD 50:31

25 days ago50:31

50:31

Summary: In this ecommerce podcast, James Gurd discusses the recent BigCommerce Partner Summit with agency leaders Rupert Cross and Mark Slocock. They explore BigCommerce's market positioning, particularly in the B2B space, and share insights from the Partner Advisory Board. The conversation delves into the challenges and areas for improvement for BigCommerce, including the need for better tools and features. They also discuss the roadmap for future developments, the role of AI, and the importance of composability in ecommerce solutions. The conversation delves into the evolving landscape of ecommerce, focusing on BigCommerce's product strategy. Mark and Rupert discuss the importance of content management, the integration of B2B solutions, and the significance of self-service capabilities for businesses. The discussion emphasises the need for flexibility in ecommerce platforms to meet diverse business needs and enhance user experience. Key takeaways: BigCommerce is focusing on B2B opportunities as a key growth area. Vertical-specific solutions are needed to address unique business requirements. AI and composability are becoming essential in ecommerce strategies. Flexibility in licensing and pricing models is important for merchants. Page Builder needs significant improvements for better usability. Merchants want to see use cases rather than just features; you can't be all things to all people. A strong promotions engine is vital for ecommerce success. Flexibility in platforms allows for better growth opportunities. Continuous dialogue among industry experts fosters innovation.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP287: How Noble Panacea Successfully Launched Ecommerce in China, with Global Digital Director Will Lockie 45:04

5 weeks ago45:04

45:04

Follow us on LinkedIn: https://www.linkedin.com/company/inside-commerce/ Video summary: In this ecommerce podcast, experienced ecommerce consultant James Gurd and Global Digital Director Will Lockie discuss the intricacies of expanding ecommerce brands into the Chinese market. They explore the unique dynamics of the Chinese consumer, the importance of compliance and local partnerships, and the strategies for successful market entry.The conversation also delves into the role of platforms like Tmall and WeChat, the significance of live shopping, and the challenges of performance marketing in China. Will shares valuable insights from his experiences, emphasising the need for a tailored approach to product strategy and marketing in this rapidly evolving landscape. Key takeaways: 1. China teaches you how to accelerate digital.2. The customer journey is completely different to Western markets.3. Skincare is the top selling category in China.4. Spend time in the market to understand it better.5. Product formulations must be legally compliant.6. Allow yourself a bare minimum of 12 months.7. Hiring local talent is essential for success.8. Tmall Global is a great starting point for brands.9. WeChat is a mini CRM for brands.10. Live shopping is critical in a noisy market. Chapters: [00:35] Introduction to E-commerce Expansion in China [05:30] Understanding the Chinese Market Dynamics[10:25] Go-to-Market Strategies for China[14:20] Product Compliance and Adaptation[16:55] Navigating Bureaucracy and Compliance[18:00] Finding Local Advisors and Building Networks[20:20] Leveraging Tmall Global for Market Entry[22:40] The Role of WeChat in the Purchase Journey[27:50] Live Shopping Trends in China[35:00] Performance Marketing Strategies in China[40:27] Team Structure and Resourcing for Expansion…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP286: How To Scale An Ecommerce Business Using Marketplaces, With Furniture Box Co-founder Dan Beckles 44:16

6 weeks ago44:16

44:16

Follow us on LinkedIn: https://www.linkedin.com/company/inside-commerce/ Video summary: In this episode of the Inside Commerce podcast, James Gurd interviews Dan Beckles, co-founder of Furniture Box, discussing the growth strategies in marketplace commerce. They explore the journey of starting a furniture business, the challenges faced in the industry, the importance of customer service, and the strategic partnerships that have driven success.Dan shares insights on leveraging technology for operational efficiency, managing inventory, and the recent investment in a new warehouse. The conversation also touches on future marketplace strategies and the significance of building strong relationships with partners like Wayfair. Key takeaways: 1. The furniture industry presents unique challenges due to bulky products.2. Bootstrapping allowed for a focus on marketplace growth before building a website.3. Customer service is a core value that drives business success.4. Building relationships with marketplace partners is crucial for growth.5. Investing in technology can streamline operations and improve efficiency.6. Inventory management is complex but essential for multi-channel selling.7. A strong warehouse and distribution strategy can enhance fulfillment capabilities.8. Understanding data is key to making informed marketplace decisions.9. Consolidation of marketplaces can lead to better resource management.10. Future growth will focus on strategic partnerships and expanding into new markets. Chapters: [00:35] Introduction to Marketplace Growth Strategies[03:40] The Founder's Journey: From Idea to Execution[06:40] Navigating Challenges in the Furniture Industry[09:30] Building a Customer-Centric Business Model[12:40] Expanding into the US Market with Wayfair[15:40] The Importance of Strategic Partnerships[18:30] Leveraging Technology for Operational Efficiency[21:30] Inventory Management and Forecasting Challenges[24:50] Investing in Warehouse and Distribution Capabilities[27:40] Future Marketplace Strategies and Growth Plans…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP285: The Future of Order Orchestration & Integrations for Ecommerce, With Kelly Goetsch, COO at Pipe17 and Chairman of the MACH Alliance 34:49

7 weeks ago34:49

34:49

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this ecommerce podcast, Kelly Goetsch discusses his transition from Commercetools to Pipe17 and the company's mission to revolutionise order management in ecommerce. The podcast highlights the challenges of traditional systems and how Pipe17's network-based approach offers a more efficient solution. The conversation covers the importance of integrations, the role of AI in order management, and the future of ecommerce technology. Kelly also shares insights on customer use cases, deployment strategies, and the evolving landscape of B2B commerce. Key takeaways: Integration challenges stem from walled gardens in enterprise IT. Low-code solutions are becoming essential for business agility. Pipe17 focuses on a network of integrations rather than a monolithic platform. Pain-free deployments are achievable through pre-built connections. Business users can define routing rules with a user-friendly interface. AI assists in mapping and optimising order flows. The future of ecommerce lies in real-time data visibility. B2B commerce presents significant growth opportunities.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP284: Osprey London's Head of Ecommerce & Marketing On Why Centra + Storyblok + Depict + Ingrid Is The Right Toolkit To Deliver Ecommerce Growth 35:05

8 weeks ago35:05

35:05

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, Paul Rogers speaks with Lana Rush and Ben Jones from Osprey London about their recent replatforming project to Centra. They discuss the challenges faced with Magento, the rationale behind the transition, and the goals for their digital flagship store. The conversation delves into the evaluation of different platforms, the benefits of headless commerce, and the importance of a strong tech stack. It's interesting to hear why a leading brand chose Centra over Shopify, and the advantages the Centra ecosystem offers the ecommerce team. Lana and Ben also touch on international expansion strategies and the partnership with Grebban, highlighting the future roadmap for Osprey London. Key takeaways: Osprey London is a heritage brand needing digital transformation. Transitioning from Magento to Centra was driven by technical limitations. The focus was on brand storytelling and immersive customer experience. Headless commerce offers creative freedom and flexibility. International expansion is a key growth strategy for Osprey London. The tech stack includes innovative solutions like Depict and Ingrid. Working with Greban has streamlined maintenance and bug fixing. Future projects will enhance customer engagement and brand loyalty.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP283: Digital Revolution - How VIU Eyewear Rebuilt Its Ecommerce Stack To Improve CX Through Smarter Automation & Connectivity, With CTO Elian Kool 45:19

9 weeks ago45:19

45:19

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this ecommerce podcast, James Gurd speaks with Elian Kool, CTO of VUI Eyeware, about their digital transformation journey in the eyewear industry. They discuss the challenges of consolidating technology and processes, the importance of a phased approach to tech migration, and the selection of the right ecommerce platform. Elian explains why VIU selected Commerce Layer as their platform and shares insights on order management, after-sales solutions, and the role of automation in improving operational efficiency. During the conversation, Elian discusses the complexities of automating lens ordering processes, streamlining after sales operations, and leveraging technology to enhance customer experience. He emphasises the importance of a unified system that integrates various functions, such as sales, inventory management, and appointment booking, to improve operational efficiency. The podcast then explores the operational side of the business, exploring how Elian built a lean development team, adopting agile practices for frequent deployments, and utilising data to measure customer satisfaction and feedback. Key takeaways: Digital transformation requires a focus on customer experience. Consolidation of data is crucial for operational efficiency. A phased approach to tech migration reduces risk. Order management should be integrated with sales processes. Effective data management prevents errors and improves service. Streamlining after sales processes can significantly cut costs. Using Sanity for product data management allows for flexibility and efficiency. A lean development team can achieve significant results in a short time. Daily deployments enhance responsiveness to business needs. Agile practices can be adapted to suit the team's workflow.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP282: Is Organic SEO Getting Harder? Google's SGE, Protecting Brand Search & Strategic Considerations for Ecommerce Teams, With Audits.com Founder Carl Hendy 35:20

10 weeks ago35:20

35:20

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this ecommerce podcast, James Gurd and Carl Hendy discuss the evolving landscape of organic SEO, particularly in the context of ecommerce. Carl is a well respected voice in the ecommerce and SEO industry, having delivered SEO audits and strategies for some of the biggest content and comerce website, including John Lewis, M&S, British Airways and Eventbrite. They explore the impact of AI on search results, the fragmentation of search, and the importance of brand management in maintaining organic visibility. Carl shares insights on how brands can adapt their strategies to navigate these changes and optimise their online presence effectively. Key takeaways: Organic SEO remains critically important despite the rise of paid media. The presentation layer of search has changed significantly with AI. Search is becoming fragmented across various platforms, not just Google. AI overviews are negatively impacting click-through rates for organic listings. Brands need to manage their online reputation more proactively. 50% of all search queries are branded, which is often overlooked. Controlling the user experience is crucial for brand visibility. Over-optimisation can lead to confusion and reduced effectiveness in SEO. Luxury brands may face challenges in the AI-driven ecommerce landscape. Brands should focus on audience-led content that works across multiple channels.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP281: How To Create A Coherent Content Strategy & Write Copy That Delivers Results, With Alice Brown 47:35

11 weeks ago47:35

47:35

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this podcast, James Gurd and Alice Brown, founder of Seventh Wave Stories, delve into the intricacies of creating a coherent content strategy that resonates with audiences. They explore Alice's journey from surf coaching to becoming a messaging strategist, emphasising the importance of understanding audience psychology and conducting thorough customer research. The discussion highlights the balance between brand voice and customer insights, the role of AI in copywriting, and the evolving landscape of personalised content. They also touch on the significance of emotional connection in copy and the future of content strategies in 2025. Key takeaways Alice transitioned from surf coaching to marketing by helping others overcome obstacles. Understanding messaging is crucial for all businesses. Effective messaging requires a blend of emotional resonance and data-driven strategy. Brands often struggle to align their voice with customer expectations. Customer research should involve direct conversations, not just surveys. One-to-one interviews yield deeper insights than focus groups. Balancing brand values with customer insights is essential for effective messaging. Personal content…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP280: The AI Workspace For Product Catalogues - How Emfas Automates Quality Improvements & Solves Data Challenges 36:25

12 weeks ago36:25

36:25

James Gurd and Paul Rogers discuss the challenges of product data quality in ecommerce with Vidar Trojenborg, co-founder of Emfas. Vidar has a lot of experience building ecommerce tech stacks to improve and manage product data, having previously held the role of Head of Data & Technology at ASKET. In the po dcast, we explore how AI can automate product data management, improve catalog quality, and bridge the gap between product and ecommerce teams. Vidar shares insights on the importance of context-aware AI, the role of guidelines in maintaining brand integrity, and the future of ecommerce technology. The conversation also touches on translation challenges and the integration of Emfas with existing ecommerce platforms. Key takeaways: Data quality issues are a common challenge in ecommerce. Bridging the gap between product and ecommerce teams is crucial. Emfas uses AI to maintain content authenticity and tone of voice. The platform automates the auditing of product data. Guidelines can be set for AI-generated content. Emfas can handle large catalogues efficiently with rules. Context-aware AI ensures accurate product descriptions. Translation rules can be customised for different languages. The future of ecommerce will heavily involve AI technology.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP279: Zelph: The End-to-End Marketplace & Dropshipping Solution For Ecommerce Spun Out of Kick Game’s £50m+ Business 43:41

13 weeks ago43:41

43:41

LISTEN: Apple Podcasts: https://podcasts.apple.com/gb/podcast/re-platform-replatforming-podcast/id1488091548 Spotify: https://open.spotify.com/show/25sR2mHAFdsVmrZoHMibzZ Amazon: https://music.amazon.co.uk/podcasts/6b90a9bb-1554-4d79-849f-066f6139346b/re-platform---ecommerce-cx-and-technology-podcast FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, Paul Rogers speaks with David Franks, co-founder of Zelph, a SaaS platform designed to help brands and retailers expand their product catalogues without holding inventory. Zelph's tech is proven at scale, having been built originally to power Kick Game's ecommerce marketplace, processing £50m+ GMV annually. David shares insights into the challenges faced while scaling Kick Game, the demand for inventory solutions, and the technical complexities involved in building Zelph. The conversation also explores market trends, misconceptions about drop shipping, and the seamless integration of Zelph with Shopify, emphasising the importance of inventory management and strategic pricing for profitability. Paul and David also discuss the current ecommerce landscape, focusing on the integration capabilities of Zelph with platforms beyond Shopify, the dominance of Shopify in the market, the potential of circular marketplaces, and the future vision for Zelph, including AI-driven innovations and market strategies. Key takeaways: Inventory risk is a significant concern for many retailers. Standardising supplier data is a complex challenge. Marketplaces are evolving into ecosystem builders. Margins can be profitable with strategic pricing and negotiation. Inventory management is automated to ensure accuracy. Zelph will extend to other platform integrations, with Magento a focus Circular marketplaces are gaining traction, but brands need to offer incentives. The resale market is growing, especially among younger consumers. Brands must be intentional in their approach to resale to avoid low volume. Zelph aims to redefine how brands and retailers scale their offerings. AI will play a crucial role in supplier matching and catalogue management.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP278: Optimising Ecommerce Returns & Exchanges, with Oh Polly Customer Journey Manager Emily Mcmorran & Loop's Senior Product Marketing Manager Samir Kamnani 45:44

14 weeks ago45:44

45:44

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, James & Paul host a discussion with Emily Mcmorran, Customer Journey Manager for Oh Polly, and Samir Kamnani, Senior Product Manager at Loop, about the evolving landscape of return strategies in ecommerce. They delve into the shift towards paid returns, the impact on customer perception, and the importance of managing returns as a part of the overall customer experience. The conversation also covers innovative solutions like Offset Returns Coverage, and how brands can leverage returns data to improve their service. The episode concludes with insights into future trends in returns management and the delicate balance between customer satisfaction and operational viability. Key takeaways: 1. Returns are a significant aspect of the customer journey. 2. The trend of charging for returns has increased significantly post-pandemic. 3. Shoppers are becoming more aware and accepting of return fees. 4. Offering a simple and fair return policy can mitigate negative feedback. 5. New customers often appreciate a free first return to gauge sizing.6. Brands are increasingly viewing returns as an opportunity rather than a burden.7. Utilising returns data can help identify product issues and improve offerings.8. The focus for brands is shifting towards encouraging exchanges over refunds.9. Balancing customer experience with return policies is a complex but necessary task.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

1
EP277: Founder Interview > How Order Editing Is Transforming Post Purchase CX, Improving Returns & Reducing Customer Support Tickets 53:28

15 weeks ago53:28