David Fletcher
David Fletcher serves as Senior Vice President at ClearSale, a card-not-present fraud prevention operation that helps retailers increase sales and eliminate chargebacks before they happen. As a serial entrepreneur, he understands the particular pain points that affect business owners today, and how fraud management can provide real-world solutions to those problems. At ClearSale, he spearheads business development, sales, partnerships and alliances with top ecommerce organizations.
Livestream commerce became more popular during the pandemic lockdowns, and there are new reasons why it’s seeing some pickup. Some high-profile shakiness in the U.S. (see Facebook, TikTok) means brands need to understand what their audiences want and need, instead of trying to apply here what worked in other markets.
After two years of rapid change in ecommerce and retail, what do consumers want? Trust me, they’ll tell you, via Voice of the Customer (VoC) data, and you should be asking and listening. Now that a great customer experience is table stakes, retailers need to know more about them to stand out, making VoC data that much more critical.
How can retailers keep problems outside their control from damaging customer relationships? Competing on customer experience (CX) is always smart, but right now it’s critical. Of course, the best CX is getting the products they want when they want them. But you can deliver excellent CX in other ways to maintain trust and goodwill.