Learn from Fast Growing 7-8 Figure Online Retailers and eCommerce Experts

EPISODE 215 42 mins

Optimising Customer Experience from Ground-Up • w/Derek O’Carroll, Brightpearl

About the guests

Derek O’Carroll

Kunle Campbell

Derek O’Carroll has had an eye for business since he turned his school’s unused tennis courts into a paid tennis club as a 15-year-old.
As CEO of Brightpearl, a cloud-based ERP for retailers and wholesalers, he has refined go-to-market strategies and led innovations that have increased deal size nearly 500 percent and yielded 75% growth year-on-year.

On today’s episode, we interview Derek O’Carroll, CEO of Brightpearl, a cloud-based ERP for retailers and wholesalers. So Brightpearl carried on research on the root causes of low TrustPilot reviews for retailers and balled it down to poor post-purchase customer experience caused by poor backend processes.

We talk about,

  • Every customer who leaves feedback is now an influencer – and every potential buyer is ready to be influenced.
  • Delivery, service, refund and returns were the most predominant terms used in 1-star ratings
  • Digital native brands undergoing channel expansion should watch cash flow, margins, inventory and deliveries.
  • The difference in revenue between merchants with an average of 3 stars and 5 stars with a 30% increase in lifetime value revenue
  • Focus on the operational aspects of your business
  • Get very clear on the experience you want your customers’ to have using a workflow for starters


This episode is brought to you by:


This episode is brought to you by Klaviyo

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That’s why 10,000 innovative brands have switched to Klaviyo.
What’s their secret to building customer relationships? Tune into Klaviyo’s Beyond Black Friday docu-series to find out and unlock marketing strategies you can use to keep the momentum going year-round. Just head on over to klaviyo.com/2x for more.


Facebook Group • Continue the Conversation

The eCommerce GrowthAccelerator Mastermind Facebook Group has just launched.
It is a community…

✔️ for founders and experts passionately involved in eCommerce
✔️ for the truly ambitious wanting to make an impact in the markets they serve
✔️ for those willing and open to help and share with other members

Here is where to apply to join the Facebook group

About the host:

Kunle Campbell

An ecommerce advisor to ambitious, agile online retailers and funded ecommerce startups seeking exponentially sales growth through scalable customer acquisition, retention, conversion optimisation, product/market fit optimisation and customer referrals.

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