video
How to Get Customers to Keep Coming Back?
A professional record in which André Uchôa, then Chief Enterprise Architect at VTEX, argues that retention does not end at the storefront interface: it depends on delivery, quality and end-to-end service. The material was produced in the context of the E-Commerce Berlin Expo 2018, the edition in which VTEX received first place for Best Platform / Shop Software.
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English · reviewed transcript
Well, there is one thing and one thing only: offering — giving them a great experience from end to end. People usually are very worried about the experience in the website itself, in the web store. So, how do I find the products? How do I offer good prices? What offers? What options of shipping, shipment, payment? And they stop there. But the most important part is how you deliver that product in time, with quality, and you keep the customer satisfied until the end and, if possible, after that, so that they are delighted with the service you provide. Because the products — well, of course there are exclusive products — but usually the product itself has their competitors as options. Who will keep the customers will be those who provide a great service end to end. So, obviously…
E-Commerce Berlin Expo 2018 · Station Berlin · February 15, 2018 · collective video published by the E-Commerce Berlin Expo channel on May 10, 2018. Uchôa opens the video at 0:01; the submitted file ends at 1:12, before the original segment concludes. Transcript reviewed from the embedded captions; punctuation and repetitions were lightly edited for readability.