Unlocking the secrets
to superior customer
experience in
ecommerce

Overview

We now exist in a world where customers expect more from the brands they deal with. As a result, today’s online consumer is increasingly vocal and unforgiving - but also much more reliant on the feedback of other shoppers to support their decision making.

In order to strive and thrive in this growing review market, businesses need to understand their entire customer journey and provide seamless ‘experiences’. Join us for a ‘wine tasting experience on Thursday 13th June, 2019 from 6pm. Unlike the wine, great ecommerce is not just about full-bodied flavour; it’s about every touchpoint your customer interacts with - from discovery to delivery and beyond. Come and try a selection of wines as we delve into our latest research that examines this, and how businesses can focus on delighting customers with their seamless buying experience.

We’ll have a host of retailers and brand experts on our panel exploring the power of reviews, how you can address and manage them as well as highlighting how you can streamline operations and close gaps. We will also explore how a focus on superior experiences at all ends of the buying journey - from outstanding user experiences and same-next day delivery options to real-time shipping and customer-focused returns models are all essential elements needed to mitigate negative feedback, and drive loyal customers.

Topics include

• Introduction to the emerging review culture
• How feedback is driving purchase decisions
• Identifying the key cause of consumer dissatisfaction
• Understanding the impact of feedback on spending and lost profits
• How you can revolutionise the customer experience

Agenda

• 5.30pm Arrival and sparkling wine reception
• 5.45pm Wine tasting experience and canapes
• 6.15pm Introduction and research launch
• 6.30pm Merchant and expert panel discussion
• 7.30pm Mix and mingle with further food and more wine tasting