19 – The Ultimate Guide to Ecommerce CX

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In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and understanding customer expectations. Michael also discusses the key elements of a great customer experience, including on-site experience, shipping and delivery, and support. He highlights the need for clear descriptions, self-serve tools, and resolution-focused support.

Tune in to learn:

  • How to invest in all touchpoints of the customer journey to create a seamless end-to-end experience.
  • Why to focus on clear descriptions, self-serve tools, and resolution-focused support in ecommerce.
  • How to understand customer expectations and deliver on them to build trust and loyalty.
  • Why employee experience is key to delivering exceptional customer experience. Creating a great work environment for customer success is crucial, as it involves solving problems for the most important person in the organization: the customer.
  • Why clear goals and consistent communication are essential in creating a good work environment for customer success teams.
  • Why customer satisfaction is the North Star metric for measuring customer experience, and NPS can still be a valuable tool when used consistently and transparently.
  • Understanding that customer feedback is crucial, and how organizations should communicate that they listen and take action on customer feedback.
  • Moving from ecommerce to retail and the required adjustments in the customer experience 

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Episode 19