Company growth is top of mind as peak periods approach. But DTC eCommerce brands must also adjust to new trends and greater competition. Most consumers today have higher experience standards. More people would rather defect to the competition than remain with a company after just one bad experience.
So DTC eCommerce brands must prioritize CX for the best results. Scaling through CX can be the catalyst you need to attract and retain more customers during peak periods. Conversely, brands that neglect CX and continue to provide lackluster experiences risk losing their competitive edge.
Most eCommerce brands that are set up for scalable CX remain adaptable and high-achieving regardless of circumstances that may arise. CX is also central to a brand’s revenue scaling strategy. After all, to scale necessitates world-class customer support and service.
Top-notch CX will help your customers feel more supported and simplify scaling. The road to improving your CX will involve being available to customers in all possible ways, including email, SMS, voice, live chat, social media, and others.
Strategic Partner Manager
Head of APAC
Senior Partner Manager APAC
Head of Digital and Marketing
Jess has worked on both agency and client side partnering with businesses to help them scale and grow. Having worked across various sectors and with strengths in design, operations and sales he is now working at Trustpilot using his wealth of experience in startups/scaleups to work with brands on understanding their customers and using that insight to power conversion.
With a focus on data-driven digital strategy, loyalty and customer engagement, Airi has led a range of high-performing teams to deliver outstanding digital experiences for brands such as The Upside, Uber, McDonald’s, Air New Zealand, ASB Bank, Glassons, Vodafone and now as Head of Digital and Marketing at Billini Shoes.