Customer satisfaction is the most impactful metric for D2C eCommerce brands – no wonder it's usually top on the list of priorities for executives. People's overall satisfaction when interacting with your business will influence everything from brand awareness to engagement to sales.
Customers decide whether to return or forget about an eCommerce business forever based on their satisfaction, and improving that will also raise retention. One invaluable tool you can use to measure consumer satisfaction is CSAT (aka customer satisfaction score).
Did you know that only a few unhappy customers will ever take time to complain about their experience? The non-complainers leave and never return. As a result, brands without a CSAT strategy are losing way more opportunities than they realize.
On top of that, pleased customers are likely to tell others, helping more people discover your brand and become paying customers. That makes the loss of a single customer even more costly. The good news is you can improve your CSAT and subsequently retention by using the right tools.
Head of Partnerships
Sr. Partner Manager - Tech Partners
Tech Partner Manager
Multi-Product Customer Success Manager
Head of Alliances
Mia is the Head of Tech Partnerships at Triple Whale where she collaborates with ISV partners to develop joint business strategies, strengthen “better together” relationships, and produce innovative partnership playbooks. When Mia isn't working, you'll usually find her at home with her wife, reading a good book and drinking a cup of blueberry tea!
Karley Daudell is the Sr. Technology Partnerships Lead at ShipBob, a tech-enabled 3PL that fulfills ecommerce orders for direct-to-consumer brands. Karley started her career at ShipBob over 4 years ago. She works alongside ShipBob merchants to fill operational gaps with leading technology and helps partners build deeper integrations into ShipBob's infrastructure through their App Marketplace.
Howdy 👋 I’ve been working in the Shopify ecosystem coming up on 4 years, and working at Loop Returns for the last 1.5 years. I manage all of our tech partners and help them discover the world of exchanges and uncover post purchase magic.
Ellie Garabedian is passionate about the art and science behind building deeper customer relationships and creating impactful marketing strategies for direct-to-consumer eCommerce companies across various industries. In her role with Yotpo, she works with partners on a daily basis to develop strategy for impactful UGC and Loyalty & Referral programs, and define best practices for use of first-party data.
Eddie’s “relationship-first” approach on building strategic and valuable partnerships stems from his decade long experience in SaaS. Eddie joins Ordergroove after four years at Shopify Plus where he built go-to-market and partnership strategies with the wold’s largest system integrators and top ecommerce Agencies in North America.
Eddie was born and raised in San Jose, CA, graduated from UC, Berkeley and recently moved to Las Vegas.