Customer Experience In E-Commerce

One of the most practical AI use cases in eCommerce right now isn’t a chatbot or a fancy personalization layer. It’s predicting a shopper’s future LTV before you spend the budget, and routing spend toward the people most likely to buy again. This is what I learned recently from Pecan AI which is quite interesting to me. And because most teams can’t do that today, they keep allocating budget evenly and running broad promos, hoping it works. 𝐏𝐞𝐜𝐚𝐧 𝐂𝐨-𝐏𝐢𝐥𝐨𝐭 changes the workflow: • You define the goal (e.g. “Predict 90-day LTV by channel and creative”) • It builds the predictive model for you • Then outputs ranked audiences and campaigns to scale, cap, or test, pushed directly into the tools you already use (ad platforms, CRM, email) No dashboards. Just actionable predictions. 📚 𝐄𝐱𝐚𝐦𝐩𝐥𝐞 𝐭𝐡𝐞𝐲 𝐬𝐡𝐚𝐫𝐞𝐝: A DTC apparel brand had strong AOV but low repeats from a few ad sets. Pecan flagged those cohorts as low predicted LTV, capped spend, and shifted budget to a lookalike built from high-LTV buyers → ROAS went up and discount costs dropped. This is the kind of AI that actually drives growth, not just adds another layer of complexity. Demo link → https://hubs.la/Q03BJHTF0 #AI #ecommerce #predictiveanalytics #martech

Came back from vacation Monday. Inbox? On fire.🔥 Buried in the chaos: a customer story that stopped me in my tracks (and made me so happy). A Customer Support leader at a fast-growing financial services company used AI to transform his team - in just a few weeks. This leader works for a financial services company that’s in high-growth mode. Great news, right? Yes! For everyone except his Customer Support team… As the business grew faster, they were bombarded with repetitive questions about simple things like loan statuses and document requirements. Reps were overwhelmed. Customers faced longer response times. The company has been a HubSpot customer for nearly 10 years. They turned to Customer Agent, HubSpot’s AI Agent, and got to work: - Connected it to their knowledge base → accurate, fast answers - Set smart handoff rules → AI handles the simple, reps handle the complex - Customized the tone → sounds like them, not a generic bot (you know the type) In a short space of time, things changed dramatically: - Customer Agent now resolves more tickets than any rep - 94.9% of customers report being happy with the experience - For the first time, the team can prioritize complex issues and provide proactive support to high-value customers It’s exciting to see leaders using Customer Agent to not just respond to more tickets, but to increase CSAT and empower their teams to drive more impact. 2025 is the year of AI transformed Customer Support. I am stunned by how quickly that transformation is playing out!

Never judge a business by its front office but by its back-end logistics. Managing sourcing across India, Pakistan, and Bangladesh has taught me that logistics isn't just about moving boxes—it's what makes or breaks a retail operation. Here's why: The global logistics market hit $9.2 trillion in 2023, with Asia-Pacific contributing 42% of this value (McKinsey Global Institute). Yet, companies lose 20-30% of their logistics costs to inefficiencies. (McKinsey & Company) The real cost of weak logistics shows up in: → Inventory Stockouts: 8.3% of retail sales are lost to out-of-stock situations, costing retailers $1 trillion annually (IHL Group)  → Dead Stock: The average retailer ties up 25% of working capital in excess inventory (Gartner)  → Broken Promises: 69% of customers won't shop with a retailer again after a late delivery (Retail TouchPoints)  → Emergency Shipping: Rush shipping can cost 5-10x more than standard rates (Deloitte) In 2024, due to various disruptions in logistics caused by war, instability, and climate change-induced natural disasters, I witnessed firsthand how fragile supply chains can be. Geopolitical turmoil, including events like the Red Sea Crisis and the Ukraine conflict, further exacerbated these disruptions, underscoring the critical need for resilient and adaptable supply chain strategies. Companies with robust logistics weathered the storm, while others faced existential crises. Today's successful businesses need: 📌 Strategic warehouse placement near key markets 📌Real-time inventory tracking across locations 📌Multiple transport routes for critical supplies 📌Robust risk mitigation plans In my experience, managing an annual sourcing volume of $100 million, the difference between profit and loss often comes down to one question: Can you get your product where it needs to be when it needs to be there? What's your biggest logistics challenge? Share your experience below. #SupplyChain #LogisticsManagement

In the first half of 2024, £571 million was lost to card payment fraud in the UK alone, much of it driven by scams on social media. Fraud has clearly evolved, adopting more modern and sophisticated tactics. In payment, one standard governing how card data is protected, namely how it is stored, processed, and transmitted, is the PCI DSS directives. The Payment Card Industry Data Security Standard was created in 2004 and has been the backbone of payment security for nearly 20 years. This year marks a big shift. Its latest version, PCI DSS v4.0, will become mandatory in March 2025. This is the first major update in over a decade, so worth taking a closer look at the key changes. Overall, PCI DSS v4.0 focuses on critical aspects such as encryption, authentication, network segmentation, and vulnerability testing, ensuring businesses are better equipped to handle the 'modern' security threats that are increasingly sophisticated too. ◾As such one of the key changes is the introduction of a flexible compliance approach. This means merchants can choose security measures that best fit their specific needs and risks. This approach is well-aligned with how businesses today manage their security challenges. In the same way that authentication frameworks are becoming more adaptive to varying levels of risk, other security measures are also evolving to be more context-specific and scalable. ◾Another key update focuses on the Stronger Authentication framework. Multi-factor authentication (MFA) is now mandatory for all accounts accessing sensitive payment systems, including remote administrative access. Specifically, MFA is required for all accounts that interact with the Cardholder Data Environment (CDE). ◾Stronger encryption and better key management are now essential. Businesses must use modern encryption methods instead of outdated ones. They also need to improve how encryption keys are created, shared, and stored to reduce the risk of data breaches and unauthorised access. ◾Given the industry’s shift towards real-time data processing, the latest guidelines also encourage automated monitoring and the use of tools that enable businesses to detect and flag non-compliance in real time. 👉🏽#Paymentexperts any perspectives to share on #pcidss🎙️? --- 𝑾𝒐𝒏𝒅𝒆𝒓 𝒘𝒉𝒐 𝒘𝒆 𝒂𝒓𝒆? 𝑊𝑒 𝑎𝑟𝑒 𝑎 𝑡𝑒𝑎𝑚 𝑜𝑓 𝑃𝑎𝑦𝑚𝑒𝑛𝑡𝑠 𝑆𝑡𝑟𝑎𝑡𝑒𝑔𝑖𝑠𝑡𝑠, 𝑏𝑙𝑒𝑛𝑑𝑖𝑛𝑔 𝑐𝑜𝑟𝑒 𝑡𝑒𝑐ℎ𝑛𝑖𝑐𝑎𝑙, 𝑜𝑝𝑒𝑟𝑎𝑡𝑖𝑜𝑛𝑎𝑙, 𝑎𝑛𝑑 𝑐𝑜𝑚𝑚𝑒𝑟𝑐𝑖𝑎𝑙 𝑒𝑥𝑝𝑒𝑟𝑡𝑖𝑠𝑒 𝑤𝑖𝑡ℎ 𝑎 𝑐𝑟𝑒𝑎𝑡𝑖𝑣𝑒 𝑎𝑝𝑝𝑟𝑜𝑎𝑐ℎ. 𝑊𝑒 𝑎𝑠𝑠𝑖𝑠𝑡 𝑐𝑙𝑖𝑒𝑛𝑡𝑠 𝑡ℎ𝑟𝑜𝑢𝑔ℎ 𝐶𝑜𝑛𝑠𝑢𝑙𝑡𝑖𝑛𝑔, 𝑆𝑡𝑟𝑎𝑡𝑒𝑔𝑦, 𝑅𝑒𝑠𝑒𝑎𝑟𝑐ℎ, 𝑎𝑛𝑑 𝑇ℎ𝑜𝑢𝑔ℎ𝑡 𝐿𝑒𝑎𝑑𝑒𝑟𝑠ℎ𝑖𝑝 𝑝𝑟𝑜𝑗𝑒𝑐𝑡𝑠. 𝑳𝒐𝒐𝒌𝒊𝒏𝒈 𝒇𝒐𝒓 𝒑𝒂𝒚𝒎𝒆𝒏𝒕 𝒍𝒆𝒂𝒓𝒏𝒊𝒏𝒈 𝒓𝒆𝒔𝒐𝒖𝒓𝒄𝒆? ◼️ Sign up to our unique Payment Assets Library here: https://lnkd.in/dVXjGkzB ◼️Follow Paypr.work [ˈpeɪpəwəːk] for more #paymentinfographics #paymentstrategy #payprwork #paymentinsights

𝗛𝗲𝗿𝗲 𝗶𝘀 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝘃𝗶𝗲𝘄, 𝘄𝗵𝗲𝗻 𝗜 𝗱𝗶𝗱𝗻'𝘁 𝗴𝗲𝘁 𝘁𝗼 𝘂𝘀𝗲 𝘁𝗵𝗲 𝗽𝗿𝗼𝗱𝘂𝗰𝘁! So, this is what happened. For the first time, I ordered shoes online. Now, when it comes to shoes, I prefer a store for the look and fit factor. But this time I broke the trend! Let's be honest - their product video was pretty persuasive. 😜 So I ordered this pair of loafers from Yoho lifestyle, a young D2C brand. I ordered a 9, but that turned out to be too big for me. I placed an email request for an exchange. Got a reply on the same day to share a couple of pictures. After I did that, a return was booked. Within 2-3 days, the shoes were picked, and a pair of size 8 shoes were dropped at my place. Now, this again did not fit well for me. So, once again I sent out an email with a couple of pictures. The reply came within a few hours that a pickup had been booked. Again, within 2 days, the shoes were picked up. They informed me that they didn't have a size between 8 and 9, and hence a refund is being issued. Within a few hours, the complete refund hit my account. End of story? Not really! Because I will definitely check out their other products and if I get the same service, maybe even recommend the brand because I have the trust that if there is a concern, there are a group of people who are prompt, responsive and efficient in managing it. One of their products may not have been right for me, but they have got a crucial customer touchpoint covered and that makes me trust them. That's the thing with 𝗥𝗲𝘁𝘂𝗿𝗻𝘀 𝗮𝗻𝗱 𝗥𝗲𝗳𝘂𝗻𝗱𝘀. It is a very underrated element of the customer journey map, but it can make or break your customer relationship. Here is an easy framework (I call it A.S.R!) to optimize it: - - 𝗔𝗻𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗲: Be proactive about predicting possible concerns that may prompt customers to seek an exchange or refund. You may not get it 100% right but get started and keep updating it. - 𝗦𝘆𝘀𝘁𝗲𝗺𝗶𝘇𝗲: Put in place clear systems and processes for returns and refunds. Empathy, Transparency, and Simplicity should be the three main areas of focus while designing the system. - 𝗥𝗲𝘀𝗽𝗼𝗻𝗱: Be prompt with a response, esp when it is regarding a return or a refund. Your customers are mostly in a triggered or at least unhappy mood when booking a return/ refund. Every minute delayed leads to stress and possible escalation. A well-crafted Return & Refund strategy can not only salvage your customer relationship but also elevate your brand. If you found this useful, consider re-posting, and help a fellow business owner nail their return strategy! 🧡 #customercentricity #customerexperience #customerservice #customerjourney #vinaypushpakaran

Every company says they listen to customers. But most just hear them. There's a difference. After spending years building feedback loops, here's what I've learned: Feedback isn't about collecting data. It's about creating change. Most companies fail at feedback because: - They send random surveys - They collect scattered feedback - They store insights in silos - They never close the loop The result? Frustrated customers. Missed opportunities. Lost revenue. Here's how to build real feedback loops: 1. Gather feedback intelligently - NPS isn't enough - CSAT tells half the story - One channel never works Instead: - Run targeted post-interaction surveys - Conduct deep-dive customer interviews - Analyze product usage patterns - Monitor support conversations - Build customer advisory boards - Track social mentions 2. Create a single source of truth - Consolidate feedback from everywhere - Tag and categorize insights - Track trends over time - Make it accessible to everyone 3. Turn feedback into action - Prioritize based on impact - Align with business goals - Create clear ownership - Set implementation timelines But here's the most important part: Close the loop. When customers give feedback: - Acknowledge it immediately - Update them on progress - Show them implemented changes - Demonstrate their impact The biggest mistakes I see: Feedback Overload: - Collecting too much data - No clear action plan - Analysis paralysis Biased Collection: - Listening to the loudest voices - Ignoring silent majority - Over-indexing on complaints Slow Response: - Taking months to act - No progress updates - Lost customer trust Remember: Good feedback loops aren't about tools. They're about trust. Every piece of feedback is a customer saying: "I care enough to help you improve." Don't waste that trust. The best companies don't just collect feedback. They turn it into visible change. They show customers their voice matters. They build trust through action. Start small: 1. Pick one feedback channel 2. Create a clear process 3. Act quickly on insights 4. Show results 5. Scale what works Your customers are talking. Are you really listening? More importantly, are you acting? What's your approach to customer feedback? How do you close the loop? ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1999+ community members! 💥 [link in the comments section]

“Behind that takeaway is a complex, beautiful mess of people, platforms, and precision.” 🔴 The Lifecycle of an Order — Part 1 From the moment a customer starts searching to when their food arrives at the door, there’s a whole world of people, tech, and processes working behind the scenes. In hospitality, the order lifecycle isn’t just a series of transactions — it’s like a relay race. One that, when done right, not only enhances the customer experience but also drives repeat business and profitability. This mindset was first instilled in me by my former boss at REEF, Dylan Casey whose operational thinking shaped how I approach every stage of the journey. Here’s how it typically plays out 👇 1️⃣ Discovery: It all begins with a craving. The customer browses Google or delivery apps looking for options. Here, visibility is crucial — SEO, reviews, accurate listings, and appealing menu images can all impact conversion. 2️⃣ Decision & Ordering: Once they land on your app or website, the user experience needs to be seamless. Clear menu layouts, effective upselling, smooth checkout, and quick payment options make all the difference. 3️⃣ Processing & Kitchen Operations: The order pings the POS or KDS. At this point, speed and accuracy are everything. Tools like smart prep timers, auto routing, and real-time kitchen visibility keep things ticking. 4️⃣ Dispatch & Delivery: A critical stage. Whether handled in-house or via third parties, smooth handover, clear delivery tracking, and effective packaging all influence how your brand is perceived. 5️⃣ Delivery Experience: Was it hot? Was it on time? Was it professional? This is the moment your customer remembers most — and it often determines whether they’ll return. 6️⃣ Feedback & Loyalty: Now it’s about building a relationship. Did they leave a review? Did they join your loyalty programme? This is where automation, smart CRM journeys, and personalised offers help drive long-term loyalty. ——— I’ve helped build and scale tech-enabled operations across QSRs, dark kitchens, and SaaS platforms; streamlining this journey to improve retention, reduce defects, and boost weekly sales. This post is the first in a short series, breaking down the order lifecycle step-by-step — and how we can improve it at every stage. If you’re working on scaling tech-enabled hospitality or want to transform your customer journey — let’s connect. 📣 Where do you think most businesses lose their customers in this process?

The Future of Privacy Regulations and Marketing Introduction & Overview As consumers demand greater control over personal data, businesses face the challenge of adapting to privacy regulations like GDPR and CCPA, which aim to enhance transparency but complicate marketing efforts. This article explores the impact of emerging privacy regulations on marketing and outlines strategies for businesses to prepare for a data-privacy-driven future. What Are Privacy Regulations? Privacy regulations are laws that govern the collection, storage, and use of consumer data to ensure it is handled responsibly. Laws like GDPR (EU) and CCPA (California) enforce strict data protection standards, granting consumers control over their data and imposing fines for non-compliance. The Growing Importance of Data Privacy In 2024, data privacy is a top priority. With rising data breaches, consumers are concerned about data misuse, pushing governments to enforce stricter regulations to protect personal information and promote transparency. Key Regulations: GDPR and CCPA GDPR: Enforced in 2018, GDPR requires companies to obtain explicit consent and securely handle EU citizens' data, with penalties for breaches. CCPA: Effective since 2020, CCPA allows California residents to know what data is collected, request deletion, and opt out of data sales. Challenges Navigating privacy laws is complex and costly, requiring investment in secure data systems and legal resources. Compliance restricts data collection, impacting targeted marketing, and failure to comply risks severe fines, like up to €20 million or 4% of global revenue under GDPR. Strategies & Solutions To comply, businesses should audit data, update privacy policies, secure user consent, limit data collection, and train employees on privacy best practices. Marketers can adapt by focusing on first-party data, using contextual targeting, and adopting consent-based marketing. Benefits & Insights Privacy compliance strengthens consumer trust, boosts brand reputation, and improves data quality. Transparent practices foster customer loyalty, while using first-party data enhances marketing effectiveness and insights. Conclusion & Next Steps As privacy regulations evolve, businesses must prioritize compliance through regular audits, updated privacy policies, and robust security. Embracing privacy can build trust and drive growth, turning regulatory challenges into opportunities. Next steps include refining data practices and adopting privacy-centric marketing strategies. #PrivacyRegulations #MarketingTrends #DataProtection #DigitalPrivacy #ConsumerTrust #ComplianceMatters #DataSecurity #PersonalData #MarketingStrategies

A hairdresser and a marketer came into the bar. Hold on… Haircuts and marketing? 🤔 Here's the reality: Consumers are more aware than ever of how their data is used. User privacy is no longer a checkbox – It is a trust-building cornerstone for any online business. 88% of consumers say they won’t share personal information unless they trust a brand. Think about it: Every time a user visits your website, they’re making an active choice to trust you or not. They want to feel heard and respected. If you're not prioritizing their privacy preferences, you're risking their data AND loyalty. We’ve all been there – Asked for a quick trim and got VERY short hair instead. Using consumers’ data without consent is just like cutting the hair you shouldn’t cut. That horrible bad haircut ruined our mood for weeks. And a poor data privacy experience can drive customers straight to your competitors, leaving your shopping carts empty. How do you avoid this pitfall? - Listen to your users. Use consent and preference management tools such as Usercentrics to allow customers full control of their data. - Be transparent. Clearly communicate how you use their information and respect their choices. - Build trust: When users feel secure about their data, they’re more likely to engage with your brand. Make sure your website isn’t alienating users with poor data practices. Start by evaluating your current approach to data privacy by scanning your website for trackers. Remember, respecting consumer choices isn’t just an ethical practice. It’s essential for long-term success in e-commerce. Focus on creating a digital environment where consumers feel valued and secure. Trust me, it will pay off! 💰

🔊 Interesting update from Amazon regarding Voice of the Customer (VOC) data, helping more brands to show how their products perform against industry benchmarks. Two new features have been added to the VOC dashboard: The Negative customer experience (NCX) review rate and the NCX return rate show how your product review and return rates compare to product category benchmarks. This information enables you to track your product performance over time so that you can make informed decisions to improve quality. On the listing's detail page, you can now dive deeper into performance trends, including your overall NCX rate, over the past 12 weeks. Amazon has also integrated a Frequently Returned items badge under the Action column on the dashboard. This badge provides detailed feedback, including reasons for the frequent returns, enabling you to take corrective action and improve your product offerings. It is important to check your Amazon VOC date frequently - at least once per week, along with your Customer Reviews and Seller Feedback (check these daily) to identify any significant performance issues and trends regarding individual products that is impacting sales and profitability. #amazon #digitalmarketing #ecommerce