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 ----------- 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 ★ Support this podcast ★