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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