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ALT: Delighting our Customers / Digital Product (What does delighting our…
ALT: Delighting our Customers / Digital Product
What does delighting our customers truly mean?
Keeping a close eye on customer feedback
Social
Nail the basics
NPS
Front Row
App Feedback
Constantly churning over insights data to look for meaning in the actions customers take
Monitoring drop off during the customer journeys
Measuring all new changes against key metrics
Tuning existing propositions
Experimenting safely on customers
What else can we do to innovate and connect with the current and future needs of our customers in this space?
What is customer delight in an Online world
Direct Feedback
Boards
AfterPay
Vouchers
StyleMatch
Instagram Stories
Low In Stock Messaging
Growth
Increase in visit frequency
Increase in Sales
Increase in customer retention
Intro
What has delighting our customers meant
Focus on Mobile as a biggest shift in eCommerce in a generation
Calculated bets on where to invest for innovation and market trends