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


Manage episode 245021638 series 2394134
By 2x eCommerce and Kunle Campbell. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

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



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 >>

295 episodes