If you’re a regular listener to the show you’ll know I’m often talking about the importance of the customer experience, the importance of understanding what they want and giving it to them – in everything from the product, the service, the delivery right through to your marketing. We’re increasingly in a world where the strength of the emotional connection you make with your customers is your biggest competitive advantage, and has the biggest impact on your profit at the end of the year. Serving customers in a fast and frictionless way is the bedrock of building that connection. The more I’ve learnt about this particular research report, and its contents the more I realised I wouldn’t be doing my job as the host of this podcast if I didn’t do an episode getting down into the details… Our guests are going to tell us all about the key lessons from the report that you can all use to improve your eCommerce businesses …Derek O'Carroll, is the CEO of Brightpearl, who provide a complete cloud-based back office solution to help retailers and wholesalers grow efficiently.Neil McKay is the CEO of Endless Gain, who create, optimise and personalise customer experiences to increase revenue for their clients.Find out more at https://eCommerceMasterPlan.comCheck out Brightpearl https://ecmp.info/brightpearlThis podcast uses the following third-party services for analysis: Podsights - https://podsights.com/privacy